Customer Experience Strategist

2 months ago

Manchester, United Kingdom Betfred Full time
About the Role

We are seeking a highly skilled Customer Research Manager to lead our agile customer research initiatives, manage focus groups, and build a dynamic customer community to gather in-depth feedback. The ideal candidate will have a strong background in customer research, experience with agile methodologies, and excellent analytical skills.

Key Responsibilities
  • Develop and implement incentive-based feedback strategies to enhance customer engagement.
  • Collaborate with the marketing department to integrate customer feedback into loyalty programs and brand strategy.
  • Manage and engage online communities to gather actionable insights.
  • Own and evolve survey listening points to ensure data integrity and customer satisfaction.
  • Develop and implement survey design and alignment with brand strategy.
  • Collaborate with internal stakeholders and external partners to foster a collaborative environment focused on customer centricity.
  • Advocate for platform enhancements and changes based on customer insights.
Requirements
  • Education to degree level or equivalent in a Marketing, Market Research, or Psychology-related field.
  • Extensive experience in customer research with a strong grasp of agile methodologies.
  • Proven ability to manage and engage online communities.
  • Strong analytical skills and the ability to present insights compellingly.
  • Collaborative team player with experience working across functions.
Benefits
  • Competitive salary and bonus structure.
  • Enhanced pension contribution and death in service benefit.
  • Maternity and paternity pay, and access to our Employee Assistance Programme.
  • Discounts and cashback offers from a diverse range of retailers.
  • Long-service recognition programme and peer and manager acknowledgment.
  • Gifts to celebrate life's milestones, and an extra day off for your wedding day.
  • 24/7 virtual GP service, mental health support, and financial wellbeing package.
  • Savings scheme and personalized financial guidance.
  • Comprehensive assistance and holistic wellbeing tools.

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