Customer Engagement and Insight Officer

3 weeks ago

Shipley, United Kingdom Incommunities Full time

Could you be Incommunities new Customer Engagement and Insight Officer? This is an exciting time to join Incommunities and act as a key member of the customer engagement & insight team, ensuring all customers voices are heard. We are looking for a people focused individual that will embed themselves into the community, playing an important role in helping to transform the services we offer to our customers through engagement and insight.

**About us**

We are social housing landlord and think our vision of Improving Lives Incommunities says it all

Working to provide great homes in great neighbourhoods, we manage more than 22,600 homes across Yorkshire and are proud to collaborate with our customers, communities, local and national stakeholders to achieve this.

Our values are at the heart of everything we do, inspiring our thinking and guiding our plans and actions. This year will see us focus on the first year of a 2 -year plan, to 2024. Our plan puts customers at the heart of what we do, providing great places to live and work, with homes that they are proud to live in.

**Responsibilities**
- Act as a key member of the customer engagement & insight team to help ensure that all customer voices count
- Plan and deliver innovative and inclusive customer engagement initiatives that ensure a diverse range of customers’ views are at the heart of decision and policy making
- Design, conduct and report on customer research using a range of digital and in person methods across a variety of methodologies
- Deliver customer insight projects that provide compelling insights that influence policy development, service improvement and the delivery of efficiencies through collaboration and positive challenge
- Deliver customer segmentation activities that support us to provide a great, tailored customer experience
- Work across the organisation to deliver service improvement workshops and focus groups
- Maintain your knowledge of customer trends, best practice and legislative and regulatory changes

**About you**
- Like to multitask and deliver multiple projects and tasks simultaneously
- Have a positive, can-do attitude with a desire to consistently hear and act on the customer voice
- Are a passionate communicator with strong communication skills and the ability to demonstrate concise, impactful reporting
- Are committed to unlocking opportunities to hear from under represented customers

**Requirements**:

- You will have a proven track record of customer engagement and insight across qualitative, quantitative, ad-hoc and continuous projects
- Strong planning and organisation skills and an ability to work independently as a self-starter and collaboratively across multiple specialisms
- Experience of writing and designing surveys, process maps and customer journeys
- Proven research and analytical skills used with a range of customer involvement methodologies
- An ability to create strong and compelling, evidence based written reports that put customers at the heart of decision making
- Good working knowledge of Microsoft Office packages eg Excel, Word, PowerPoint

**Benefits**
- Starting salary of £28,370 per year
- West Yorkshire Pension Fund membership - Current employer contribution is 16.3%
- Excellent holiday allowance that increases with service
- Training, development, and qualification opportunities
- Hybrid working
- Corporate health scheme membership
- Access to an Employee Assistance Programme
- Cycle to work scheme
- We are an equal opportunity employer but beyond characteristics protected by law, we welcome and value applicants from diverse backgrounds, abilities and perspectives. Incommunities is also recognised as ‘Committed’ to being Menopause Friendly. The Menopause Friendly Accreditation recognises inclusive employers that build awareness and understanding of how menopause can have an effect at work and shows we take the wellbeing of our colleagues seriously._

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