CX Data and Analysis Lead

3 weeks ago


London, Greater London, United Kingdom Harnham Full time
Customer Insights Manager Role

Harnham Partners with Leading Organisation

Harnham is proud to partner with a leading financial services organisation to recruit a Customer Insights Manager.

The Customer Insights Manager will play a key role in developing and implementing a new function within the business, focusing on transforming customer experience measurement into a science-based approach.

Main Job Responsibilities:

  • Analyse quantitative and qualitative data from Speech Analytics and Voice of the Customer (VoC) feedback to identify key trends and areas for improvement.
  • Develop reports and tracking mechanisms to highlight customer pain points and drive group-wide action to address them.
  • Define customer value principles to support the development of exceptional customer experiences.
  • Lead and manage a team of CX professionals, including hiring and talent development.

Key Requirements:

  • Demonstrated expertise in delivering customer experience improvement initiatives.
  • Exceptional ability to tell compelling stories with data.
  • Proven experience in managing customer-focused projects, including VoC initiatives.
  • Mixed-methods research experience, including data analysis and interpretation.
  • Experience in managing change and leading teams.

About the Role:

This is an exciting opportunity to contribute to a forward-thinking organisation's customer-centric growth strategy.

We are seeking an experienced professional who can bring analytical rigour and creative storytelling skills to this role.



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