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Customer Insights Executive

4 months ago

Ashford UK, Kent, United Kingdom Brakes Full time
Job Description

We are currently recruiting for a Customer Insights Executive to join the Customer Experience (CX) Team in the Marketing function on a full time, permanent basis, reporting to the Director of Customer Experience - Sysco GB.

As a key member of the Customer Experience team, the Customer Insights Executive will support the CX function with data management, processing and analytical capabilities to ensure the delivery of high quality, robust insight. The delivery of this insight will ensure that the business can make evidence-based, strategically sound decisions that help us to prioritise activities and continually improve the experience our customers have when they trade with Sysco GB businesses.

The Customer Insights Executive will support the business to build a deep understanding of our customers using both internal data and research outputs to define customer needs, pain points and requirements for the future.

This is a great opportunity for a person with a data-based qualification who is comfortable with quantitative data work but has experience or an interest in qualitative data and insight and who would like to apply their skills to a customer experience and insight analysis role.

Key Accountabilities and Responsibilities:

  • Work with the Director of Customer Experience to support research programmes and deliver a range of insight.
  • Manage the daily/weekly/monthly secure data provision requirements that enable the effective and error-free running of the ‘voice of the customer’ (VoC) programme, simplifying processes where possible.
  • Run validation checks to ensure programme data is always accurate.
  • Support our external partner to improve response levels and deliver more user-friendly reporting.
  • Develop a deep understanding of the VoC platform and the actionable insights it delivers to enable effective identification of trends and new issues or opportunities arising that will support the drive towards a better experience for customers.
  • Manipulate historic data in Excel, combined with internal data where necessary.
  • Manage the VoC platform integration with Salesforce to ensure accurate display of data and identification of insight for colleagues.
  • Work with the 3rd Party provider to design effective dashboards to display relevant data and insight to colleagues to drive decision-making.
  • Results analysis of all HORT Surveys (qualitative customer head office research) completed with contracted customers.
  • Manage theme tracker across multiple surveys.
  • Build and deliver half yearly reporting of key trends to support improved retention of contracted business.
  • Support with survey build and sample management.
  • Build and maintain a central resource that catalogues historic research and areas covered to reduce duplication and speed response levels to the business for insight requests.
  • Analyse the output of smaller surveys, delivering the results in a timely, clear and informative way, including response rates and comparison to prior surveys where relevant, to support decision making.
  • Manage the master research requirements schedule, ensuring customer impact is minimised.

About you:

The ideal candidate for this role will have proven experience of working with data/analytics and a high level of Microsoft packages (specifically Excel), Salesforce, (inc Marketing Cloud) and Python experience. You will have the ability to draw key messages from data and present arguments/insight effectively whilst pro-actively managing a broad range of tasks and a pipeline of work.

You must also be highly results focused and thrive on a challenge and makes things happen with a clear focus on key business objectives ensuring delivery against targets. A focus on accuracy with a strong attention to detail and excellent numeracy skills are crucial in this role. Good communication skills both verbally and written are also key to this role as you will liaise with various internal stakeholders and you must be capable of clearly and concisely sharing the outputs of your work with key stakeholders, working under pressure and to tight deadlines.

What we offer:

  • A competitive salary
  • Pension scheme
  • Generous holiday allowance of 25 days, with option to purchase additional holidays + bank holidays.
  • Huge discounts on all sorts of lovely food and award-winning products through our staff shop
  • Discounts on cinema tickets, shopping and ability to earn cashback on purchases through Sodexo.
  • Recognition awards and incentives
  • Real career opportunities - being part of Sysco, the world’s leading foodservice business, opens up a world of possibility