Head of customer experience for AQA case study

The background

In Autumn 2011 AQA embarked on a strategy to improve its relationships with its stakeholders both internally and externally, in order to improve revenue streams, market share and brand awareness. AQA required an interim lead manager to spearhead the project and deliver a customer journey path, mapping and strategy exercise. Michael Page Marketing was exclusively chosen to work on the role, based on their leading track record, proven relationship with AQA and their ability to source candidates from a variety of industries.

The role

Head of customer experience

The solution

Due to the scale, importance and rarity of the skill set for this role, we adopted a multi-targeted approach, covering headhunting, online advertising and a database search. All relevant candidates were put through competency based interviews to produce a shortlist that matched the specific skill sets AQA required.

The outcome

  • Role was successfully filled on time and at first attempt
  • The customer experience team was established with the role being made permanent shortly after starting
  • As the project developed, AQA engaged with Michael Page Marketing to grow their team further; successfully recruiting a brand manager and communications and engagement manager
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