CX Insights Professional

2 months ago

Solihull, Solihull, United Kingdom Gymshark Full time
About the Role

We are seeking a highly skilled Customer Experience Insights Manager to join our Customer Experience team at Gymshark. As a key member of our team, you will play a crucial role in identifying opportunities to optimise the customer journey at every touchpoint and linking Gymshark's customer experience KPIs to leading metrics for real-time monitoring.

Key Responsibilities
  • Drive the Customer Experience insight strategy and roadmap, focusing on delivering high-quality insights to functions such as product and brand.
  • Champion the customer voice and customer-first decision making across the business, shaping business decisions and initiatives that impact the customer experience.
  • Lead a research and analytics team, effectively prioritising workload and understanding which projects will drive the most business value.
  • Form trusted relationships with stakeholders and develop strong relationships with 3rd party providers to ensure optimal investments in systems.
  • Work across the business, collaborating with teams to deliver customer-centric solutions.
Requirements
  • Experience of using VOC systems, such as Qualtrics and Medalia.
  • Proven experience across the entire lifecycle of insight projects, from requirements gathering to implementing data analytics and business intelligence solutions.
  • Extensive experience in a Customer Insight focused role in a fast-moving and dynamic company.
  • Proven people management experience, with the ability to develop and lead a high-performing team.
  • Exceptional stakeholder communication and people skills, with the ability to deliver actionable insights that influence senior decision makers.
  • A commercially-minded individual with the ability to identify and prioritise areas of improvement for the customer.
About Gymshark

Gymshark is a rapidly growing company that unites the conditioning community. We believe in empowering individuals to reach their full potential, and our team is dedicated to delivering exceptional customer experiences. As a Customer Experience Insights Manager, you will be part of a collaborative and inspiring working environment that values innovation and customer-centricity.

What We Offer
  • A competitive salary and benefits package.
  • A flexible working culture that supports work-life balance.
  • Opportunities for professional growth and development.
  • A collaborative and dynamic work environment.
  • A range of employee benefits, including private medical insurance, pension contributions, and more.

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