Senior Customer Experience Insight Manager

Engaging and collaborative? Creative mind with an attitude that inspires colleagues to turn ideas into reality? These are just some of the skills you'll bring, to be our Senior Customer Experience Insight Manager in either Haywards Heath, West Sussex or Salford Quays, Manchester reporting to our Head of Customer Experience.

As a customer experience (CX) insight professional you will be a trusted voice that brings the customer, and their experience, to life across the business. You will support and work collaboratively with the Head of Customer Experience to deliver our CX Strategy that connects the purpose, vision, and commercial objectives of the organisation to how we build a sustained relationship with customers across the lifecycle. The success of the role depends on a high level of analytical ability, collaboration, influencing, and communication with stakeholders across the enterprise to design and execute customer experience improvements off the back of robust customer experience insight

Core skills we’re looking for to succeed in the role:

Strategic thinking: Capability to develop and implement strategies that enhance the customer experience and align with business goals

Analytical: A curious person who is easily able to analyse customer data and insights. Proficiency in data analytics tools and techniques is key

Communication: Excellent verbal and written communication skills to effectively convey insights and recommendations to various stakeholders

Insights methodologies: Clear understanding of consumer insights methodologies and the ability to innovate

Working flexibly, you'll spend most of your time working from home, with one day a week in the office. But of course, it’s your choice - if you prefer to be in the office more - that's good with us too.

And our success? Well, that’s entirely down to our talented people, who we know, are our biggest asset. Check out our Glassdoor page to see what our employees think about working here.

Salary range: £70,000 to £75,000 depending on experience

What’s involved:

• Work collaboratively with the Customer Leadership team in the design and execution of the organisation’s CX strategy that can be scaled in line with the organisation’s growth and diversification strategy, ensuring alignment with senior stakeholders across the enterprise
• Play a pivotal role in driving a customer-centric environment within the business, delivering robust customer experience insight across all customer touchpoints through a robust business partnering approach
• Aligned to the CX strategy, design a CX insight approach and roadmap leveraging current insight methods and identifying opportunities to evolve the CX insight offering
• Have management oversight of the organisation’s Customer Voice programme and tracking of leading indicators of CX performance (e.g. NPS, Trustpilot)
• Create and deliver compelling insight to a wide range of stakeholders and leveraging that insight to drive continuous improvement of the customer experience and good customer outcomes
• Create a CX insight dashboard to allow stakeholders to self serve customer experience insight
• Own and evolve our ‘Your voice’ customer insight panel working with stakeholders across the business to identify research needs
• Manage 3rd party CX insight relationships with various partners
• Provide thought leadership and proactive recommendations of new insight methodologies and evolving customer expectations
• To lead a team, conducting the full range of people management duties (performance management, recruitment etc) as well as building the team’s skillset and capability
• Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
• Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
• Any other reasonable duties

Experience and knowledge:

• Significant experience in an Insight management role within a medium/large enterprise
• Knowledge and experience of a range of qualitative and quantitative research methodologies, including involvement in questionnaire design
• Experience in taking information and data and transforming them into insights to help strategic and tactical decision making
• Strong knowledge of customer experience sector including consumer and market trends and customer technologies
• Experience of the Medallia Voice of Customer platform preferred, not essential
• Knowledge of FCA regulations and requirements preferred

Skills:

• Able to produce summary level information of large, complicated data sets for multiple audience types often within short time scales.
• Strong leadership capabilities with the ability to inspire and coach across all levels
• Strong commercial acumen with the ability to rapidly quantify opportunities and risk to inform the prioritisation of activity
• Ability to think creatively with an attitude that inspires colleagues to turn ideas into reality
• Ability to think in a structured way to solve problems and capitalise on opportunities
• Excellent communication skills, both verbal and written with the ability to present complex issues to a wide range of stakeholders up to C-suite