Feedback Management Lead

2 months ago

Cardiff, United Kingdom Admiral Full time

**Closing date**

**24/11/2023**

Interested in being part of a department committed to driving customer centric improvements? Customer Support and Insights is a newly formed department whose mission is to provide valuable insight about our customers’ experiences to the business and work collaboratively to drive improvements. The Insight and Continuous Improvement team are looking for a highly organised individual with experience in managing multiple stakeholders and an excellent track record of learning new skills and developing in-depth knowledge.

**Job Purpose**

**Delivering business insight** - One of the fundamental responsibilities of the Insight and Continuous Improvement team is to ensure the customer feedback mechanisms we use are robust enough to provide the insight the business need to make decisions and drive improvements. These mechanisms include transaction-based surveys via SMS, Online Feedback and Messaging. The Feedback Management Lead manages the end-to-end survey process, from survey design through to analysing and interpreting the results. Further to this, they ensure all the campaigns are fit for purpose and their results can be replied on.

**Championing improvements in our customers’ experience** - Our main focus is to drive continuous improvement within Admiral to reduce customer dissatisfaction and increase customer satisfaction and loyalty. This is closely linked to Admiral’s strategic objective to improve our Net Promotor Score (NPS), a core measure of customer experience. The Insight and Continuous Improvement team provide root cause analysis information and recommendations to solve customer pain points and complaint drivers to all product and operational teams. We work closely with those areas to support our recommendations and track the progress and impact of these initiatives.

**Main Duties**
- Maintain and improve our Online feedback system (Get Feedback) including managing the survey request and creation process and relationship with the supplier relationship.
- Relationship management with Institute of Customer Service and stakeholders to coordinate the biannual Business Benchmarking survey.
- Evaluate feedback framework through reporting accurate results and analysing trends and ensure it captures key customer touchpoints.
- Develop the scope and accessibility of the Insight Network, working closely with the Market Insight team and users.
- Maintain and improve the SMS feedback system including designing new surveys, maintaining existing surveys and making requested changes to improve coverage.
- Act as a key point of contact for the online teams, providing them with support to build surveys online and gather customer feedback to influence key decisions.
- Coordinate the annual Servcheck survey working in partnership with the Institute of Customer Service, all areas of the business and the Communications team.
- Liaise with Lumivo research agency, Digital and Online teams to run the annual My Account research study. Work closely with product owners to scope, design and carry out research about online experience.
- Actively engage in additional research opportunities provided by the Institute of Customer Service and act as a conduit for the team and the business in sharing best practice findings to develop understanding of customer behaviour and industry knowledge.

**Role Requirements**
- Experience in effectively managing multiple stakeholders.
- Confidence and experience in learning new software programmes.
- Excellent written and spoken communication skills.
- Sound understanding of Microsoft Office.
- Good numerical and analytical skills.
- Experience in multitasking and prioritising your workload, working independently to managing effectively own workload.
- An ability to work well as part of a team providing both collaboration and support.
- Strong time-management skills and an ability to work to deadlines.
- The ability to write clear and concise reports.
- A keen interest in understanding our customers’ experience and views.
- Willingness to challenge and question processes to understand business needs.
- Strong desire to learn new skills and gain deeper knowledge.
- Confidence in speaking and presenting in front of stakeholders.
- Experience in building surveys.
- Experience in managing projects.

**Additional Information**
- We have a Hybrid approach to work remote working, 1-2 days per week in our Cardiff office (or more if you prefer)
- We will give you everything you need to work comfortably from home

**Our Commitment to You**

All qualified applicants will receive equal consideration for employment.

**Salary, Benefits, and Work-Life Balance**

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have a

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