Customer Insights Executive

5 days ago

Manchester, United Kingdom Coop Full time

**Customer Insights Executive - Insurance**
£31,000-£38,500 plus excellent benefits (Work level 6A)
9-month fixed-term contract
Manchester - hybrid working between home and the office

We’re looking for a customer insights executive to join our Co-op Insurance customer team.

In this role, you’ll act as the voice of the customer by pulling together insights and data to review how we’re performing for our customers and identify any potential issues. We’ll also look to you to collate and enhance our regulatory framework and reporting to help us to drive efficiencies and resolve customer complaints faster. You’ll use these insights to tell a compelling story to highlight where we can improve our service and drive appropriate action. This is an exciting opportunity to develop your skills and gain exposure across the business within a small, supportive team.

**What you’ll do**
- collate customer data and insights from a variety of channels and pull these together in one place
- further develop and embed our monthly reporting to identify customers understanding of our products and identify any potential issues
- monitor customer complaints through root cause analysis across a variety of platforms, sharing insight and improvement opportunities across the business
- work collaboratively with teams across Insurance and the wider business to relay customer insights in a clear and understandable way, making sure any findings are acted on
- identify and establish new reporting for customer channels, and create action plans for the delivery of these

**This role would suit people who have**
- experience or an understanding of working in a regulatory environment, including consumer duty
- good Excel skills with the ability to analyse data and insights and translate it into understandable terms
- excellent relationship management and communication skills
- highly organised with the ability to prioritise work with conflicting deadlines

**Why Co-op?**

Here you’ll do work that matters. We’re a commercial organisation with a purpose beyond profit, you’ll have an opportunity to help us build a stronger Co-op and stronger communities. You’ll also get a package that includes:

- coaching, training, and support to help you develop
- pension with up to 10% employer contributions
- annual incentive scheme
- 28 days holiday (rising to 32 in line with service) plus excellent benefits
- discounts on Co-op products and services
- free support for your physical, mental and financial wellbeing

**Building an inclusive work environment**

We'll ask whether you’d like to be considered under the Disability Confident scheme when you apply.

If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process.

You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing.

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