Voc Insight Lead

**At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over seven million GCSEs and A-levels each year and it’s our people who make this happen.**

**Voice of the Customer Insights Lead**

**Permanent**

**Salary**

**Manchester: £37,000 - £43,000 per year**

**Guildford: £38,500 - £44,500 per year**

Are you looking to build a **brand new role **from the ground up?

Do you have the vision and drive to **grow and develop a customer insights team that will directly improve customer experience **?

You will have a real **tangible impact in shaping the future **of thousands of teachers and students across the whole of the UK.

Reporting into the Head of Customer Experience as the **Voice of the Customer (VOC) Insight Lead **, your role will be to ensure the voice of the customer is understood and heard. The primary purpose of this role is to **produce and manage vital customer data **and insight to **generate compelling conclusions **ensuring the organisation has a rich understanding of our current customer experience performance and the areas where we need to improve.

Positioned within Customer and Sales, the Customer Experience team works across all areas of the organisation **providing insights, guidance and supporting improvement efforts **to ensure our customers are kept front and centre in everything we do.

Joining the Customer Experience team will provide you the opportunity to see everything teachers experience as customers of AQA, and be part of the team that drives the organisation to make the necessary changes to improve the services and support we offer our customers that differentiate us as an awarding organisation.

Your proven ability to drive through key analysis and insights **, examine solutions and influence stakeholders **from infancy to implementation will be key to the success of this role.

**What’s in it for you?**
- Building a role from the ground up with curiosity, autonomy and a continuous improvement mindset
- You will be a part of a really supportive network of people who put customers front and centre whilst being given on the job, technical and eLearning training.
- Access to an incredibly generous contributory pension (if you contribute 7%, AQA will put in 11.5% giving 18.5% towards your pension).
- 25 days annual leave rising to 30 with services and an additional 4 days over the festive period each year.
- No two days the same.
- The autonomy and responsibility to set your workload against alongside your customers’ needs and priorities

**What next?**

PRO22

LI-Hybrid

**Recruitment Agencies**

We have a preferred supplier list (PSL) in place.

**Full Job Description**:
**Summary**

AQA is much more than just an awarding organisation, our purpose is to advance education by enabling teachers and students to realise their potential. Our purpose is the reason AQA exists - we're here to make a positive difference in the world by bringing out the best in teachers and students.

The Customer Experience team works across all areas of the organisation providing insights, guidance and supporting improvement efforts to ensure our customers are kept front and centre in everything we do.

Joining the Customer Experience team will provide you the opportunity to see everything teachers experience as customers of AQA, and be part of the team that drives the organisation to make the necessary changes to improve the services and support we offer our customers that differentiate us as an awarding organisation.

As the Customer Insight Lead, your role will be to ensure the voice of the customer is understood and heard. The primary purpose of this role is to produce and manage vital customer data and insight to generate compelling conclusions ensuring the organisation has a rich understanding of our current customer experience performance and the areas where we need to improve.Landscape:
Accountable for insight production, you will work closely with the Product, Marketing and the Customer and Sales teams to develop actionable customer insight.

Activities:
To develop and manage AQA’s Voice of the Customer programme, delivering both regular reporting across the organisation and actionable insights in order to drive CX improvements and support broader business decision making.

To expand the coverage of the existing VoC ecosystem, incorporating new areas of the business, customer types and journeys. Developing a detailed understanding of the customer data held, working with internal teams to mobilise this into a survey trigger.

Manage and oversee our customer feedback management solution ensuring we receive accurate, relevant and timely real time insight in relation to Customer Experience performance across our organisation.

To collate, analyse, interpret and deliver timely and accurate customer experience dashboards and reporting, along with inputs for appropriate senior stakehold