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Customer Experience Strategist

1 month ago

Basingstoke, Hampshire, United Kingdom The AA Full time
Customer Insight Executive Role

As a Customer Insight Executive at The AA, you will play a pivotal role in executing comprehensive customer insight initiatives. You will be instrumental in every phase of the research process, from identifying stakeholder requirements to presenting insightful debriefs.

Key Responsibilities
  • Engage in the research process, from identifying stakeholder needs to delivering the final insights.
  • Lead research projects, leveraging both in-house capabilities and external agency expertise as needed.
  • Contribute to ongoing brand tracking, managing all aspects from survey design to insightful data visualisation.
  • Collaborate with trusted research partners to support product and service strategy development.
  • Support internal teams with customer insight projects, ensuring their needs are met effectively.
  • Manage the Research & Insights Hub, enhancing the knowledge base for easy business access to insights.
  • Advocate for the customer, proactively sharing insights to shape the business direction.
Requirements

Capability, Knowledge and Experience:

  • In-depth knowledge of research lifecycle.
  • Proficiency in quantitative research, encompassing questionnaire design to in-depth data analysis.
  • Expertise in qualitative research, from crafting excellent discussion guides to moderating sessions and extracting key insights.
  • Exceptional ability to create compelling, structured, and well-presented stakeholder documents.
  • Proven stakeholder management with excellent verbal and written communication skills.
  • Adept at managing multiple projects with confidence.
Benefits

We offer a range of benefits, including:

  • 25 days annual leave plus bank holidays + holiday buying scheme.
  • Worksave pension scheme with up to 7% employer contribution.
  • Free AA breakdown membership from Day 1 plus 50% discount for family and friends.
  • Discounts on AA products, including car and home insurance.
  • Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more.
  • Diverse learning and development opportunities to support you to progress in your career.
  • Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family.

We're an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong.