Engagement Manager

3 days ago


Norwich, United Kingdom Reed Business Support Full time

We are recruiting for an excellent opportunity with Customer Experience/ Insight for our client based in Norwich. The company offers agile working and you could be based from any office across Norfolk and Suffolk. 37 hours per week.

The Customer Insight Manager plays a key role in consulting with the business to identify gaps in knowledge, gathering customer feedback
from a range of sources, analysing the findings, identifying trends, and communicating all of the above to key stakeholders across the
organisation.

**Key objectives of role**:
1. Embeds a range of mechanisms to maximise customer and tenant voice across services.
2. Converts data, and research from across the customer journey to meaningful insights, sharing these with the business and
measuring the outcomes of performance improvement.
3. Leads on all customer reporting, creating and disseminating accurate and informative measures and findings through
clear, confident and compelling communications to a variety of stakeholders.
4. Raises awareness and understanding of customer and tenant related performance and related improvements both internally and
externally.
5. Contributes to maximising the performance of theteam, working collaboratively with local teams to ensure consistency and optimal collective performance.
6. Supports the implementation of the Groupwide Voice of the Customer programme and the necessary mechanisms, processes,
policies and supporting systems

**Experience**
1. Experience of using, understanding and communicating insight and voice of the
customer metrics at a senior level.
2. A range of techniques and analysis approaches in interrogating data and
research
3. Data analysis.
4. Survey and research design
5. Experience of working in a customer facing environment.
6. Report writing and analytical skills.
7. Root cause analysis.
8. Customer journey mapping



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