Senior Insight Innovation Manager

2 weeks ago

England, United Kingdom First Bus Full time

Position Title: Customer Insight Manager Reports to: Head of Customer Insight & Experience
Location: Hybrid, with frequent travel as required, across the U.Forming part of the Customer Insights team, they will be responsible for designing and managing insight projects to meet the requirements across our portfolio of Local and Specialist Business Units, and Central Support Functions.

They will have a strong background in consumer research, and experience in joining this together with customer analytics and translating into actionable plans.

Acting with integrity, they will role model First Bus values and behaviours (‘Our Way') in all interactions, and through effective leadership and stakeholder management, they will ensure the needs of local authorities, investors, customers, partners, and colleagues are met.

Work with Head of Insight and experience to understand the pain points in customer experience and support the business to understand the customer point of view in more depth.
Managing research suppliers and third parties to deliver the required support within budget and ensuring good value for money.
Supporting with the development of a suitable preferred supplier list to support First Bus insight needs.
Liaising with communications teams and producing insight content for intranet and other communication channels.
Working with internal stakeholders and approved external agencies, they will provide insight analysis that enhances our external positioning with customers, local authorities and third parties
Support the Head of Customer Insight and Experience in creating solutions which enhance the customer experience
Represent First Bus in meetings with clients and prospective clients, in support of other team members
Ensure any solutions are articulated in simple, understandable terminology and that the benefits and any associated evidence are included by the Commercial team
Support and coach Local Business Units and Specialist Business Units, in understanding their customer insight data and profile.

At least 3 years' experience working for a consumer brand or research agency
brand tracking, creative testing, NPS, CSAT
Experience in designing and managing research projects independently.
Experience in interrogating quantitative data and interpreting qualitative findings and reporting conclusions and recommendations.
Experience in presenting to audience, both face to face and through virtual means
A team player, wholly committed to working with and supporting their peer group and other colleagues to achieve the First Bus business strategy
Can work at pace in a complex operating environment, and able to lead and influence the wider business ensuring there is buy-in to a shared vision for Customer Insight and data, that is people and customer centric to deliver transformational change, whilst staying within a divisional governance framework
Proven ability to analyse data at a high level to assess risk and take informed commercial decision making.
Ability to engage with professional leaders in a network and use examples of external best practice and thought leadership to improve internal strategies.
Strong presentation and communication skills, with the ability to engage with senior leaders both internally and externally.
Advanced IT skills with proficiency in all Microsoft packages.

This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advise. Our EAP provision offers 24hr, 365 days a year mental health support
~ We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
~ Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass
~ Cycle to work scheme
~25 days' holiday + bank holidays
~ Pension scheme and chance to buy discounted First Group shares
~ Enhanced maternity / paternity pay
~ Flexible working


We put a big focus on physical and mental wellbeing at First Bus. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.
At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people.

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