Associate Director

4 weeks ago

London, United Kingdom Ipsos Full time

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Job Description

Role overview

We are proud our work gives our clients a foundational understanding of how their customer experience is currently performing and highlights areas of where to enhance the delivery across key touchpoints. Our advisory role helps our clients to take our customer research to new levels through innovative implementation of intervention activities.

What will I be doing?

  • You will be an experienced Associate Director with an Advisory focus within the wider Client Service team in our CX specialism. You would join a team working across a variety of sectors and brands, generating new business, leading on delivering fantastic work and adding value to our existing quantitative programmes.
  • You will be focussed on our Advisory offerings, utilising our research and knowledge of our clients to define strategic and tactical solutions to improve their Customer Experience and deliver a return on investment.
  • You will have a passion for CX and on proving its worth within client organisations, having a track record of client impact in the field. You'll be able to bring your own war stories and experience to work with clients to put in place best practice CX research that delivers tangible results.
  • You will be accountable for best-in-class delivery across a range of Customer Experience deliverables, including:
  • Designing innovative responses to new client briefs, meeting their objectives and delivering detailed, high-quality proposals.
  • Leading the execution and delivery of client projects, ensuring programmes run to time, budget and achieve milestones, through clear scope and team management.
  • Engaging with new and existing clients to understand their aims, objectives and business questions to define the best-fit approach which meets their needs.
  • Familiar with a range of methodologies, you will be comfortable using qualitative, engagement, analytical, workshop and consultancy techniques to respond to client needs.
  • Creating up front Engagement strategies and methods for clients, their Stakeholders and their wider organisation.
  • Working with research insight (both Quantitative and Qualitative) and data sets to highlight and define Customer stories.
  • Working collegiately to define priority areas of focus, designing intervention or transformation plans which drive change, improving the experience and delivering a return on investment.
  • Producing written and visual reports, working alongside our design team to produce creatively executed and engaging materials.
  • Driving growth in the CX team across sectors, lead on client proposals, identify new opportunities with existing clients and create new client relationships.
  • Developing the advisory skills of junior members of the team and provide expertise in customer experience, intervention and engagement techniques and opportunities
  • Collaborating with team members across the broader CX teams to create great client relationships through the projects we deliver.

Ipsos UK offers a hybrid working environment, 3 days in the office and working the rest from home.

What do I need to bring with me?

We are looking for someone who is a CX specialist with broad experience who wants to develop their career further.

Proactive and self-motivated, you will have a passion for making our team, and our clients, 'famous'. Being naturally curious, comfortable with agile working and a level of ambiguity will ensure we can help our clients move "beyond the number".

You will need :

  • Knowledge of Voice of the Customer technology, such as Medallia and Qualtrics with experience of international/ multi-country projects
  • A confident presenter and moderator with experience in delivery to various audiences and purposes (e.g. pitches, workshops, presentations and debriefs)
  • Proficient in responding to client briefs and proposal design
  • CX intervention design or implementation experience
  • Strong qualitative research skills through design to analysis
  • Confidence in making data driven decisions
  • A proven track record of juggling multiple clients or projects
  • Ability to develop client relationships and a strong interest in new business development
  • Interest in new methodologies and aptitude for creating innovative solutions for our clients
  • Flexible and willing to travel within the UK and occasionally abroad
  • Passionate about leading and inspiring people with an appetite to learn more

What is in it for me?

Ipsos UK offer an attractive basic salary and a rewards package including 25 days annual leave, a pension scheme and a great range of flexible benefits to suit your personal needs. For roles at Research Manager level and above we also offer private healthcare.

In addition to this we have a fantastic Learning & Development offer delivered through a mix of face to face, online or on-demand; you can read more by clicking here.

We realise you may have commitments outside of work and will consider flexible working applications - please highlight what you are looking for when you make your application.

Ipsos is committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views. We also recognise that this is important for our business success - a more diverse workforce will enable us to better reflect and understand the world we research and ultimately deliver better research and insight to our clients.

About Us

Ipsos is one of the world's largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And we're proud to share we've received our Great Place to Work Certification in 2022 & 2023

About the Team

Customer Experience at Ipsos is All Things Customer . Our mission is to equip our clients with the insights they need to make better decisions about their customer experience investments. We do this through CX research and advisory, cross-channel analytics (digital and physical), and CX performance measurement across the customer journey. We are firm believers in the Insights to Action loop, and we provide our clients with tangible CX recommendations and ROI sizing (our approach is called ROCXI). The result of our work is better strategic and operational decisions that drive customer loyalty, retention and growth.

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