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CX job vacancy of the week: The AA

15th Jan 2020
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

This week: Head of Digital Customer Experience, The AA (based in London)

The AA is the UK's number one motoring organisation. 

It is now recruiting for a head of digital customer experience to set the strategy for customer experience across its digital products. You will be expected to champion the needs of its members and customers to ensure that the experience it offers is best in class. You must be capable of effectively communicating your vision, influencing and inspiring stakeholders, and constructively challenging preconceptions.

You’ll be expected to build relationships with senior stakeholders, all the way up to exec level, to ensure continued focus on the customer, and creative alignment across products, channels and technology. And to make sure The AA is seen as the trusted authority when it comes to all thing’s customer.

Although the Digital CX function is centralised, your team members will typically work embedded in agile scrum teams. Therefore, the ability to work and influence in a matrix organisation will be key to success in this role.

Main responsibilities:

  • Leading a large team of design and content professionals
  • Building a brilliant team culture, helping people to bring out the best in each other and inspire others about user centred design
  • Defining and implementing strategy to create a best-in-class digital customer experience, delivering against our brand vision
  • Setting the standard for customer experience, and encourage your team to challenge and raise their own standards
  • Encouraging the development and optimisation of design principles and standards within the team, ensuring consistency, and great usability across all our products
  • Sponsoring the continuous improvement of content standards and tone of voice guidelines, to ensure that all our content has a clear purpose and is accessible to all
  • Championing customer research, insight and user testing as a core part of the product development lifecycle
  • Influencing business stakeholders to buy into user-centric design and focus on customer goals
  • Inspiring colleagues, up to director and exec level, about design and Customer Experience
  • Be an evangelist for brilliant digital customer experience, and regularly update the team and stakeholders on research and trends


  • At least 8 years’ experience of working in digital teams in complex organisations
  • Experience of leading a large team, and building a highly-motivating culture
  • Experience of leading digital design and/or content strategy for a large organisation
  • Has worked on large digital and customer experience initiatives, and can evidence impact on results
  • Not necessarily a designer or writer by trade, but understands the core principles of user centred design and digital content, and is able to build mutual respect with a range of creative experts
  • Highly capable stakeholder and agency management, building strong relationships which help the team to deliver
  • Able to effectively influence and manage in a complex matrix organisation
  • Great facilitator, able to get the most out of a group of people, and run an effective workshop using techniques such as storymapping, journey maps, personas and service blueprinting
  • Good knowledge of a range of research methodologies, and able to identify the right method to deliver against research objectives
  • Comfortable working with technical colleagues, bridging the gap between creative and technology
  • Experience of digital technologies and applications (Sitecore or similar CMS applications preferable)
  • Capable of coming up with creative solutions for complex problems
  • Demonstrable experience of managing multiple projects concurrently

For further information and to submit an application visit the AA jobs board.  

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