Customer Experience & Insight Manager

Description:

You’ll develop and implement a customer experience strategy that aligns with business objectives and customer targets, and act as the owner of our Voice of Customer (VoC) program. You’ll develop business cases for Customer Experience (CX) initiatives, and lead new initiatives in line with strategic roadmaps, overseeing key initiatives while managing the end-to-end customer journey to drive measurable benefits for both customers and the business.

You’ll ensure that our customer propositions and communications remain best-in-class and contribute to brand differentiation.

Building strong working relationships both with external vendors and teams across the business, you’ll collaborate closely with marketing, digital, and other teams to ensure a customer-centric approach to campaigns and initiatives. As a CX advocate, you’ll inspire and gain support for new customer experience concepts, address customer challenges, improve pain points, and maximise opportunities.

You’ll develop reporting dashboards and track key performance indicators (KPIs) to measure the success of customer experience initiatives and share and present across the business. You’ll monitor customer satisfaction and loyalty metrics, including NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) and ensure they translate into clear, actionable recommendations that increase customer lifetime value.

The Skills You’ll Be Sharing With The Team
 

• Relevant degree or equivalent professional experience
• Strong understanding of customer behaviour, segmentation and lifecycle principles
• Strong understanding of customer data analytics and translating into actionable strategies
• Experience of CEX, customer data and customer journey planning Experience of leading and developing a high performing team
• Excellent communicator and collaborator
• Adept at working with customer data and able to define actionable insights and develop customer-focused initiatives strategies to deliver on business and customer targets
• Strong leadership and influencing skills
• Highly pro-active and driven to deliver results