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Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences. We're a digital-first organisation made up of journalists, marketing and communications specialists, technologists, product managers, event planners, strategists, commercial and finance experts - and much more. Our strength is in our employees.

Our commitment to diversity and inclusion in the workplace

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular, barriers facing employees from underrepresented groups.

The Customer Relationship Team

FT’s Consumer subscription business has reached a level of maturity and sophistication, and we are now moving into the next phase of our subscription strategy, which calls for an ever-greater focus on customer needs, lifetime value (LTV) and nurturing valuable relationships. To support our ambitions for this next phase of growth, we are investing in enhanced capabilities - including a new marketing automation platform - and creating newly transformed roles across the teams to leverage these new opportunities. 

Sitting within the newly formed Consumer Revenue Group (responsible for individual consumer subscriber revenues and profit for the FT), the Customer Relationships Team is focused on driving engagement and increasing the customer value of the subscription base. The teams’ objective is to build strong and valuable customer relationships through engagement in FT content, creating community experiences and delivering first-class subscription experiences that nurture customer loyalty and advocacy.

The Role / Position Overview 

Working in the Customer Relationships Team, this role is responsible for leveraging research and insights to design unique customer experiences across digital and non-digital touchpoints on our Marketing Automation platform, Bloomreach. Working closely with numerous stakeholders across the business such as Brand, Customer Products, Acquisition and more across the internal design community, this role will ensure a consistent design approach across the customer lifecycle from the moment a subscriber takes out a subscription through to renewal.


Key responsibilities - 

  • Own the design and journey experiences across our consumer marketing programmes, for example (but not limited to),
    • off-to-onsite journeys, ensuring copy, creative and CTAs are synched across the journey
    • Acquisition campaign landing pages
    • CRM Email and multi-channel campaigns  (including onsite messaging, and offsite social components) 
  • Monitor the campaign and commercial performance of those programmes - alongside the marketing automation managers - making recommendations where design and customer experience could improve campaign impact 
  • Develop and own an experience and design test and learn programme to enhance our campaign performance, ensuring stakeholders around the business are aware of the learnings produced
  • Own the relationships with the brand design and internal (FT.com) design teams across the business to ensure our marketing comms are on brand and demonstrate the Premium value of our brand in every communication
  • Ensure the latest trends in user experience and design are understood, inspiring the wider marketing team build and evolve their design mindset, and ensuring delivery adheres to established design standards
  • Get under the skin of subscriber data and build an excellent knowledge of our subscriber base in order to ensure business and communication objectives are met through design and UX
  • Be the brand champion and guardian - ensuring the Premium value of our brand is lived through every communication
  • Devise and own design specific processes and ways of working -  from briefing to approval to the monitoring of campaigns, including how we work with stakeholders such as brand


Required Skills / Experience 

  • Experience in Design, customer/user experience, Wireframing, Prototyping, Figma, strong wireframing/prototyping skills - a solid portfolio is a MUST
  • Experience managing numerous stakeholders across a business, and turning complex briefs into strategic user experiences with a commercial objective
  • Experience leading on a test and learn plan that informs strategy
  • Experience designing across email, onsite and mobile applications
  • Excellent knowledge of UX best practices and modern email/web standards
  • Customer-centric - a passion for building insight-driven experiences that deliver value to a customer/ subscriber whilst also driving business impact
  • Commercially minded, with proven experience of delivering customer or business growth through marketing automation
  • Growth mindset - driven to continuously seek opportunities to grow business performance
  • Strong organisational and communication skills, able to manage multiple- stakeholders/ initiatives at a time and to deliver effectively in a fast-paced, collaborative environment
  • 3 years' UX experience in a similar role in an agile multi-channel environment


Experience in a similar industry is not essential


What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here.

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, please contact a member of our HR team who will be happy to help. 

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