Snr Customer Experience Insight Manager

Commercial

Job Number: 18870

Location: Acton Support Centre (123)

Contract: Full Time / Permanent

Description

Senior CX Insight Manager

As the Senior Insight Manager you will be responsible for the delivery of strategic customer experience insights across all parts of the DC, helping embed customer centricity at the heart of the business

This role is responsible for management and delivery of in-depth customer and market measurements and insights so that they are easily accessible and engaging for stakeholders.  The role is crucial for the development of an easy   end to end customer journeys so that every customer that comes into contact with our brands has a positive experience across all channels and touch points in their journey.  

 

Responsibilities

 

  • Management of CX Voice of the Customer programme Responsible for gathering, sorting, and analysing internal (incl. operational data) and external data sources about customers, their experience, characteristics etc. Responsible for development of univariate as well multivariate analysis such as factor analysis, regression etc.
  • Automated reporting: Developing  and continuously improving automated visualization framework
  • Thought Leadership: Identify and implement opportunities for advanced methods and metrics. Form and maintain effective working relationships with other teams. Design successful consumer feedback programmes from start to finish: conception, selling, scoping, and fulfilment.
  • Stakeholder management: Build relationship through strong stakeholder management skills and ability to influence very senior stakeholders. 
  • Management skills: Demonstrate organisational leadership skill and ability to plan and execute. Lead and develop team resources to product insightful analysis that can easily be translated into business relevant change strategies. Strong leadership acumen including proven success in delivering positive change. 
  • Build and maintain relationship with third party analytics and research agencies.

 

Skills & Experience

Essential:

  • High impact individual with excellent interpersonal skills that can effectively engage and influence multiple stakeholders across the Customer, Channel, Marketing, Commercial, Strategy, IT, HR teams.
  • Highly adept at managing effective stakeholder relationships to get cut-through
  • Experience of working in a similar analytics and measurement role, , ideally gained within a leading agency, or client-side role
  • Strong quantitative and interpretation skills are essential to tease out the meaning behind the numbers
  • Excellent presentation skills to deliver the findings so clients can understand the “so what?” of the findings.
  • Experience in the technology, retail, telecoms sectors would be desirable
  • You should also have team management and development skills as the role has a research executive reporting into it. They will need guidance and support
  • Experience of managing customer ad hoc insight projects to support the design and development of customer experience improvements.
  • Strong analytical skills.
  • Strong written and verbal communication skills.
  • Ability to work in a fast moving environment with the drive and resilience to achieve results.
  • Good organisational and project management skills.

Desirable:           

  • Experience of Electrical Retailing, mobile and/or technology sectors.
  • Experience with visualization programs (Tableau etc.), statistical software packages (SAS/SPSS) would be helpful