Customer Experience Strategist
4 days ago
Sector: Customer Services, Role: Manager, Contract Type: Permanent, Hours: Full Time
We are seeking an experienced Client Insights Director to lead our Voice of the Customer (VoC) programme within the Data and Insights team. The successful candidate will join the Group Marketing department on a 12-month fixed term contract.
The Data and Insights team supports business stakeholders across all geographies, functional divisions, and vertical sectors, equipping them with strategic and day-to-day commercial decisions aimed at growing their business.
Main Responsibilities:
- Develop and implement strategies to improve client satisfaction and loyalty.
- Lead the design and implementation of processes to ensure the continued running of the VoC programme.
- Operational ownership of the Voice of the Customer activities within BSI, ensuring effective collaboration with stakeholders.
- Responsible for sharing insights across the business, identifying and prioritising key insights.
- Create and own an engagement plan with the wider business to ensure that client metrics are embedded effectively.
To be successful in this role, you will have:
- Demonstrable work experience in a Customer Insights role, preferably in a B2B environment.
- Demonstrated excellence in collecting, analysing, interpreting, and presenting data.
- Proven background in data and advanced analytics, performing analysis with large customer and transaction-level data sets.
- Experience developing business intelligence solutions and tools to create engaging and commercially beneficial dashboards and reports.
- Experience in a VOC role, managing and interpreting the data from the programme.
- Ability to handle data effortlessly using a range of analytical techniques and software applications.
- Strong analytical skills, including a thorough understanding of business needs and how to deliver analytics-based solutions and recommendations.
Salary and Benefits: Estimated salary &163;55,000 - &163;65,000 per annum, 27 days annual leave, paid sick leave, health insurance, life insurance, pension plan with company contribution, car allowance (dependent on role), income protection, paid maternity leave, paid paternity leave, paid parental leave, adoption leave, compassionate leave, paid bereavement leave, learning and development opportunities, and a wide range of flexible benefits that you can tailor to suit your lifestyle.
BSI is committed to ensuring the diversity of our workforce reflects that of our clients and the communities in which we operate. Our goal is to create a sense of belonging for all employees by providing opportunities to develop, grow, and engage with our global organization.
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