Senior UX Operations Manager

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, Money
20/20 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.

• 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.

• 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.

• 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.

• 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.

• 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.
• Take on a customer-facing role during events.

• 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.

• 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.

• 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.

• 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.

• 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.

• Positive, self-starter and solution-oriented mindset.
• Flexible team player,…