Customer Insights Manager

4 weeks ago

London, United Kingdom Harnham Full time
Job Description

CUSTOMER INSIGHT MANAGER

UP TO £70,000 + BENEFITS

LONDON


An award winning insurance company is searching for a skilled Customer Insight Manager to join their team. In this role, the successful Customer Insight Manager will provide insights into end-to-end customer journeys that will optimize customer journeys, gathering insights from surveys and complaints, commissioning or carrying out research projects.


THE COMPANY:

The company is an award winning insurance provider with a record for improving customers’ lives. With approximately 1.7 million customers, they are always eager to get a clearer understanding of how to improve the customer experience. They are looking for their vision and business strategy to be supported through measurement of customer experience to be used to improve both the customer journey and the business as a whole.


THE ROLE:

  1. Gathering insights from surveys and complaints to deliver true insights into end-to-end customer journeys
  2. Conducting or commissioning research to offer insights to stakeholders, optimizing customer journeys to enhance advocacy, loyalty, and customer experience
  3. Using qualitative and quantitative methods across all consumer groups to analyse Voice of the Customer as well as Speech Analytics data
  4. Contributing to strategic plans based on data-driven insights
  5. Consistently measuring and defining customer perception across all customer journeys and products


SKILLS AND EXPERIENCE

  1. Min. 5 years experience with CX improvement initiatives, along with a recognised CX qualification
  2. Experience managing and delivering change through proven operational continuous improvement methodologies to enhance customer experience
  3. Experience working to a high standard within a high pressure environment whilst managing a number of high level initiatives
  4. Excellent leadership skills and the ability to influence all levels, with experience in managing teams and coaching support staff
  5. A genuine interest in and commitment to the customer and their experience with the company and their products


THE BENEFITS:

Alongside a salary of up to £70,000, the successful candidate will receive regular performance based bonuses, excellent health insurance, and a generous pension scheme. Amongst other perks, they will have flexibility on where, how, and when they work, and be given the support and opportunities to grow their career.


HOW TO APPLY:

Please register your interest by sending your CV to Roshni Baillie via the Apply link on this page.

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