Customer Experience Strategist

3 weeks ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom TheNBS Full time
Job Description:

Job Title: Insights and Research Manager

Job Type: Full-time

Location: Newcastle, UK (with occasional travel or hybrid working arrangement)

Job Summary:

We are seeking an experienced Insights and Research Manager to lead our customer research and insight team. As a key member of our centralised UX/UI governance team, you will be responsible for defining our processes and procedures around ongoing customer interaction.

Key Responsibilities:
  • Lead all UX research and testing, defining the long-term vision and strategy for customer engagement.
  • Ensure activities align and support business objectives and goals.
  • Establish principles and best practices to guide the development of user-centered products and services through customer research.
  • Facilitate the implementation of UX processes and guidelines within the overall product development process.
  • Accurately and effectively represent the 'Voice of the customer' at all forums.
Requirements:
  • Strong background in research, customer testing, and validation.
  • Degree or equivalent experience, and ideally, a research qualification.
  • Broad knowledge and experience of qualitative and quantitative research techniques.
  • Strong people management skills, ability to get the most out of the research team and develop new modes of thinking.
  • Excellent communication skills, able to work with people at all levels within and outside the company, engage and persuade key stakeholders and senior management.
  • Ability to carry out research systematically and without bias.
  • Ability to condense findings, interpret data, and deliver actionable insights.
What We Offer:
  • Competitive salary.
  • Annual leave - 25 days leave plus bank holidays.
  • Weekly hours - 35 hours per week for full-time roles.
  • Probationary period - 6 months.
  • Pension - competitive group pension scheme.
  • Group life assurance - 4x annual salary.
  • Pay day - 21st day of each month.
  • Sick pay - up to 6-months full pay (after 6+ years of service).
Benefits:
  • Annual leave - can buy/sell up to 5 days annual leave, and you're also able to carry over up to 5 days per year.
  • Birthday day off - an extra day to celebrate your birthday.
  • Festive shopping day - that's right - a half day off to help get that festive holiday shopping done.
  • Giving back - 2-days per year to give back to your community through volunteering.
  • Private medical insurance - employee contribution options at discounted rates.
  • Professional fees - professional fees will be paid for by the company.
  • Learning and development - we will support your personal professional development. Dedicated personal development allowance of 7 hours per month.
  • Employee assistance programme - help@hand.


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