Customer Insight Team Leader
3 months ago
As an award-winning company, here at **Proximo **we place our Customers and People at the heart of everything we do We are passionate about our values and are looking for like-minded people who share the same energy and commitment to provide an outstanding customer service.
We currently are seeking a great **Customer Insight Team Leader **to join our fast-growing team based in Chester paying up to £30k. You will be joining an upbeat, fun, work hard - play hard culture in a vibrant and positive office environment.
The successful **Customer Insight Team Leader **will have excellent communication skills, good time management, and be able to build a rapport with customers. In return for this, **Customer Insight Team Leader **will receive some great benefits including:
- Chester Zoo discounts
- Westfield health plan (including.eg, eye/dentist etc
- Retail cashback scheme
- Smart/casual dress code
- Service reward scheme
- Cycle to work Scheme.
- Free on-site parking
- 25 days holiday + Bank Holidays
- PLUS your Birthday off
As an **Investors in People GOLD standard **employer, we don’t just invest in you, we will provide you with all the latest technology, support and knowledge to help you maintain and deliver excellent service to our customers.
**Responsibilities**:
- Set objectives for the CX team and track progress.
- Coach and manage progression and development of the CX Team to achieve CX & UX objectives and strategy.
- Tracking customer experiences across online and offline channels, devices, and touchpoints.
- Collaborating with key stakeholders to enhance customer services and brand awareness.
- Collaborating with Business Partners and supporting our Field and Marketing teams with customer insight and influencing brand awareness.
- Align customer experience strategies with marketing initiatives. as well as collaborating with stakeholders about new product features and functionalities understand the customer journey touchpoints.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Analysing customer feedback through all voice of customer channels and presenting trends and recommendations, proposing new ideas and solutions to maintain industry leading customer experience.
- Contribute to evaluating user experience testing and facilitating improvements.
- Reporting on processes and technical issues, as well as customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies.
- Ensure that customer data captured is GDPR compliant and all legislation has been adhered to with support from the compliance team.
- Devise and develop reports & dashboards relevant to the business.
- Takes an active role in the new business and change processes to ensure that impacts of change are fully understood implemented into the business.
- Review KPI’s and MI at granular level raising and managing queries through to resolution - Root cause analysis.
- Works with key customer and partner relationships to ensure understanding and clarity of our customer journey from end to end.
- Monitor operational service levels, working with our partner to optimise delivery.
**Requirements**:
- Proactive in leading the mining of data for new and interesting insights that allow the business to be competitive.
- Excellent analytical skills, able to evaluate feedback and insight and produce accurate, insightful commentary and recommendations, in a format which is clear and easy for others to understand.
- Excellent relationship-building skills, good team worker and able to communicate effectively to and work with a variety of stakeholders across the business.
- Excellent communication skills both written and verbal.
- The ability to work at speed in a fast turnaround environment, without sacrificing quality of content.
- Proactive, self-starting attitude.
- Experience of working with data.
- Passionate about the importance of listening to customers and the customer experience.
- Experience of dealing with customer feedback mechanisms.
- Promoting and embedding our mission and values by shaping a customer centric culture is a vital aspect of this role.
- Able to confidently deliver effective presentations to wider business via forums and during monthly Company briefings.
- Experienced MS Office user, particularly Word and Excel, and also comfortable with using and producing good quality slide packs via PowerPoint.
If you think this sounds like you and are ready to take the next step in your career - APPLY NOW
We are an industry leading specialist vehicle provider, who delivers excellent bespoke solutions to our business partners and end-customers. We are a leading Claims Management and Credit Hire Company based in Chester and we are renowned for the level of service we offer our customers and are proud to be one of the fastest growing brands in our industry with exciting plans for the future
**Our values** are at the **HEART** of everything we do for our
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