Insight Specialist, Customer Services

2 weeks ago

Bradford, United Kingdom Morrisons Full time

**About The Role**: About The Role

We have an exciting opportunity for a Customer Specialist - Insight to join our Outsourced Contact Centre Partner Management Team in Hilmore House. In this role you will be reporting into the Senior Customer Service Manager, as well as a dotted line into the Customer Insight Manager within the Customer and Marketing Function.

You will be dedicated to creating customer insight specifically via Morrisons single contact centre which is delivered via an outsourced partner. You will work closely with the partner as well as other approved third parties such as Ocado to create customer centric insights which inform and motivate the business to make customer decisions that drive growth, reduce contact demand and generate a return on investment.

You will bring a passion for putting customers first and championing the voice of the customer across the business. This role is crucial in helping the business to understand unintended consequences impacting the customer and creating a continuous improvement culture

Working in partnership with the outsourced partner, you will be responsible for quantifying and validating customer impacting issues and providing compelling, easy to digest, jargon free insight. You will ensure all reporting accuracy, this includes but not limited to; Customer satisfaction data, complaints data, First Contact Resolution reporting, Quality reporting and speech analytics outcome reporting.

You will have autonomy with senior stakeholders across the whole business but will have a particular focus on supporting our online and wholesale, doorstep delivery, food to order and instore shopping experience within retail teams to drive actions.

It is important that you have previous experience in an insight role, ideally within a food retailer customer service team. You must be confident using and interpreting data with an ability to present compelling insight in a simple, easy to understand way. You will also need solid experience using excel, google sheets.

This role is based at our Head Office, with flexible working, based on a 4 day working week and on call weekend coverage on a rotational basis

**About The Company**:
Marketing is a fast-paced, high energy function that drives sales by putting the customer at the heart of everything we do. The marketing team are our brand champions, making sure we give customers what they want, at prices they like, and delivering an experience that's always unmistakably Morrisons. The team pioneers and delivers industry-leading work in a collaborative and friendly environment with a forward-thinking, people-focused culture. Work is always challenging, frequently fun, and the career prospects are exciting.

Our aim to offer more of what matters extends to our employees too. Join us and you can expect to enjoy great career prospects and a very competitive pay and benefits package. In addition to an attractive salary, we offer a discount card for you plus two more for friends or family members giving you 10% off your shopping in Morrisons. We also offer a highly great pension scheme, Life Assurance and more besides.

**About You**:
About You

We require the following knowledge and skills for this role;
- Background in Customer Experience within contact centres
- Ability to work with multiple stakeholders in house and across multiple third party suppliers, bringing together to provide one version of the truth
- Customer journey mapping
- Continuous improvement methodology would be advantageous
- Confident using and understanding data
- An understanding of grocery shoppers, needs and behaviours
- Expertise in communicating Insight to drive action: a demonstrable ability to synthesise research data and facts into clear, concise findings, and draw out the ‘so what?’ implications lurking within.
- Good excel skills
- Excellent attention to detail
- Strong questioning & problem solving skills
- Effective influencing skills
- Strong numerical skills and clear written and verbal skills

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