• Head of CX

    Job Locations United Kingdom-London
    ID
    2019-5548
    Function
    Other
  • Introduction

    EIU logo

     

    The Economist Intelligence Unit (EIU) is a world leader in global business intelligence. We help businesses, the financial sector and governments to understand how the world is changing and how that creates opportunities to be seized and risks to be managed.

     

    At our heart is a 50 year forward look, a global forecast of the majority of the world’s economies, we seek to analyse the future and deliver that insight through multiple channels and insights, allowing our clients to take better trading, investment and policy decisions.

     

    We’re changing, embedding alternate data sources such as GPS and satellite data into our forecasting, products will increasingly be tailored to individual clients, driven by some of the most innovative data in the market. A highly collaborative team of Product Managers, Customer Experience and Product Engineering is being created with a focus on creating business and customer value driven by real time analytics alongside our traditional products.

    Accountabilities

    How you will contribute:

     

    • Create and lead our customer experience practice across our digital products and channels, looking after a small UX, CX and Design team
    • Work closely with Product teams to identify and create research plans to assist Product Managers in validating /invalidating features and ideas and defining/planning all aspects of user research projects (both iterative and ad-hoc) relating to our online products and services, prioritising the most pressing user and business problems
    • You will create and lead a client advisory panel that can be utilised to build our understanding of clients, markets and their needs.

     

    Experience, skills and professional attributes

    The ideal skills for the role are:

     

    Don’t feel you have to tick every box, the ‘perfect candidate’ doesn’t exist. If you think you can do most of what we are looking for, you could be exactly what we need!

    • Ability to engage with and elicit insights from a wide variety of stakeholders
    • Can develop rapid prototypes, sketching or coding, to enable new product thinking, engaging users in the design and development process
    • Ability to develop qualitative and quantitative data to ensure we put clients at the heart of product development
    • Experience determining and conducting relevant research methodologies with the ability to conduct a wide variety of techniques (both qualitative and quantitative): customer interviews, usability tests (both moderated and remote unmoderated), surveys, diary studies, focus groups, concept and card sorts and tree tests, A/B testing, empathy maps and personas, customer journey mapping, etc.
    • Effective skills in turning findings into actionable steps and inform design/product decisions with research insights.
    • Appreciation of robust research study design, but can also consider practical constraints and business goals – understand what 'just enough research' means
    • Experience applying Design Thinking/Service Design and worked in strategic positions informing products/services direction
    • It would be an advantage if you have experience working with B2B products that harness real-time, high-frequency data sets as well as more traditional data sources

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