Senior UX Operations Manager

This role is based in our 5 Howick Place London office

Role Overview

To lead and oversee the delivery of premium user experiences across online journeys mobile apps onsite systems and digital products for internal users and event delegates (Cannes Lions Dubai Lynx Eurobest Most Contagious Money20/20 Asia Europe and USA). This involves working with key stakeholders to ensure data flows and accuracy between platforms is maintained. This role focuses on strategic oversight guiding the team and ensuring alignment with business and customer goals.

Key Responsibilities

• Strategic Support:

  • Support the Head of UX Operations in defining and championing the vision for exceptional user experiences setting satisfaction metrics and identifying opportunities for innovation.

  • Align user experiences across all events ensuring consistency and prioritising impactful development efforts.

  • Support the Head of UX Operations in delivering new product or strategic initiatives.

  • Use key insights about the needs and desires of our customers to make improvements and focus on innovation across multiple customer channels and touch points. 

• Team Oversight:

  • Lead on backlog and support sprint planning sessions with our development team setting priorities and ensuring clear alignment with business goals.

  • Guide and mentor team members overseeing the delivery of user journeys and maintaining high-quality standards.

  • Act as the first point of sign-off on business requirements escalating to the Head of UX Operations as needed.
     

• Stakeholder Collaboration:

  • Partner with key stakeholders to sign off on product lists pricing and customer journeys for each event.

  • Work closely with the Head of UX Operations to align UX initiatives with broader customer experience goals.

  • Collaborate with the Data Analysts across events to ensure accurate data capture without compromising user experience.

  • Work with key stakeholders to ensure data flows and accuracy for reporting is maintained.

  • Work with the product team on the delivery of the event app.
     

• Project Coordination:

  • Oversee the delivery of launches improvements changes and fixes ensuring timelines and deadlines are met.

  • Report back on timelines progress and any challenges to the Head of UX Operations on a regular basis.

  • Collaborate with QA to monitor progress identify issues and ensure quality control.

  • Provide final sign-off on user journeys fixes and launches in coordination with the Head of UX Operations.
     

• Event Support:

  • Ensure internal and onsite systems are tested efficient and user-friendly.

  • Attend events as required including mandatory attendance at Cannes Lions for a minimum of two weeks in June. Please note you will be required to take on a customer facing role during events.
     

• Continuous Improvement:

  • In line with our CX product and marketing teams conduct research to explore innovative solutions to user challenges driving enhancements across platforms.

  • Document and refine user journeys using diagrams sketches and visual tools to ensure clarity and alignment.

  • Help to define and identify improvements for internal processes.
     

• Additional Duties:

  • Support in presenting back new ideas or strategic initiatives to key stakeholders or the wider business.

  • Handle ad hoc responsibilities prioritizing team guidance and high-impact projects.

Qualifications :

Experience Skills & Attributes

Leadership & Experience:

• 5 years experience in leading a team.

• 5 years experience leading the development and launch of customer journeys.

• 5 years experience collaborating with product owners development teams and senior stakeholders.

• Proven ability to lead mentor and motivate a team to deliver high-quality results.

• Experience in events is preferred but not essential.

Technical & Analytical Skills:

• Strong project management skills including backlog and sprint planning.

• QA expertise with a sharp attention to detail.

• Ability to analyse data and translate insights into actionable improvements.

• Visual communication skills including process and journey mapping.

Interpersonal & Problem-Solving Skills:

• Excellent communication and stakeholder management.

• Strong planning time management and multitasking abilities.

• Calm adaptable and proactive in handling shifting priorities.

• Strategic thinker with a hands-on approach when needed.

Attributes:

• Positive self-starter and solution-oriented mindset.

• Flexible team player willing to work extended hours when necessary.

IT Experience

• Proficient with Outlook Excel Word.

• Experience with Jira and Salesforce is preferred.

• Familiarity with Microsoft Teams and useful but not essential.

Additional Information :

We believe that great things happen when people connect face-to-face. Thats why we work in-person with each other or with customers and partners three days a week or more. When youre not spending time together in one of our offices or other workplaces like at an Informa event you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding supportive and enjoyable for everyone. Heres some of what you can expect when you join us. But dont just take our word for it see what our colleagues have to say 

Our benefits include:

• Great community: a welcoming culture with in-person and online social events our fantastic Walk the World charity day and active diversity and inclusion networks
• Broader impact: take up to four days per year to volunteer with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When its time for the next step we encourage and support internal job moves
• Time out: 25 days annual leave rising to 27 days after two years plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• A flexible range of personal benefits to choose from plus company funded private medical cover
• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares
• Strong wellbeing support through EAP assistance mental health first aiders a healthy living subsidy access to health apps and more
• Recognition for great work with global awards and kudos programmes
• As an international company the chance to collaborate with teams around the world

Were not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up join in and help make things happen. If it sounds like a match and you have most although not all of the skills and experience listed we welcome your application.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and or in the advertised position please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. At Informa youll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses including all of those protected by law. Ask us or see our website for full information.

See how Informa handles your personal data when you apply for a job  here.

Remote Work :

No

Employment Type :

Full-time