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Digital Insights Lead
4 months ago
As the Digital Insights Lead, you’ll play a key role in the implementation and execution of the customer satisfaction strategy across our range of digital products, experiences and markets, and ensuring that customer insight is gathered and shared with stakeholders in ways that enable maximum value to be derived from it.
ABOUT THE JOB
As a customer experience expert and key proponent for the customer in the digital space, your primary responsibility will be ensuring that customer insight can be effectively collated and consumed by stakeholders around the business at all levels. You can articulate and bring to life the customer insights strategy with senior stakeholders and deliver strategic insights appropriately.
To do this, you’ll be heavily involved in managing, developing and iterating the reporting from Qualtrics, using your ability to understand the complex systems data architecture to plan for and build suitable dashboards to help us get the most out of the tool. Your regular interaction with Leads and other senior team members in Architecture and Analytics teams, as well as our implementation partner, ensures the tool is robustly built and integrated to help us deliver the insights strategy. Your understanding of customer feedback tools and how best to use the insights to drive customer engagement improvements will see you identify useful new functionality and how best to incorporate this into existing processes and ways of working.
You’ll be regularly reviewing processes and methods to keep TUI operating at ‘best in class’ level, and looking for new ways of driving engagement with all customer feedback insights you uncover, tailoring your approach to delivery and sharing to have the most impact.
You will work closely with your colleagues in Digital Research to provide rounded insight that enables deep understanding and appropriate prioritisation of the issues and opportunities found, and to look for new ways to join customer feedback up with other sources of insight (eg user research, analytics) to drive customer satisfaction improvements. Therefore a key stakeholder group is the agile teams - Product Owners, DX Leads and Designers will all benefit from regular updates and collaboration with you
You will have demonstrable people management experience to line manage, coach, develop and performance manage the Digital Insights Analyst and Digital Insights Executive.
Your passion for the customer and deep understanding of the insight you provide will both be key attributes in how you engage with and influence stakeholders to achieve customer-centric outcomes from the information at your disposal.
ABOUT YOU
Passion for continually analysing and improving the customer experience and keeping up to date with best-in-class and emerging methods and processes
Experience working in a complex, fast-moving, and international Ecommerce environment
Strong interpersonal skills to work with senior internal stakeholders and external suppliers
Great communication skills to deliver insight effectively at all levels
Strong organisation and prioritisation skills, analytical and strong attention to detail
Pragmatic, collaborative and constructive approach to delivering value
Experience of managing and developing a small team
Proven ability to deliver quality outputs independently to priorities and agreed timelines
ABOUT OUR OFFER
**Working in the leading global tourism group**: We stand for intercultural cooperation and offer the opportunity to work in international projects and teams.
Mobile working, flexible working hours and working from abroad: We believe that work is something you do, not where you go.
**Development and career opportunities**: We promote the potential of our employees with a wide range of (digital) training opportunities and international career opportunities.
**Personal benefits**: We offer attractive remuneration, generous travel benefits, extensive health & wellbeing offers and much more.
We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA
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