Voice of the Customer Insight Manager South East England - Surrey / Sussex Border GBP Competitive salary - (posted Nov 17 2023)

Company: Spalding Goobey
Advertisers Ref: 586297
MrWeb Ref: 160435

Job Spec: Positioned at the core of our client's dynamic brand and insight team, you will spearhead pivotal initiatives, harnessing both internal and external customer data to craft a compelling narrative of insights. This narrative will serve as the cornerstone for shaping ongoing brand and business strategies.

Your role involves extracting strategic insights from data and ensuring their seamless translation into actionable business steps. Collaborating closely with the Brand team, Customer Journey, and Customer Operations leadership, you will drive transformative outcomes for our business.

You will also play a pivotal role in refining and optimising existing processes and Customer Experience Management solutions, setting new benchmarks for excellence that outshine our competition. The NPS program holds a prominent position within the team, and your leadership in this area will be instrumental in unearthing profound insights from data, transcending mere reporting. Using NPS data and other sources of unstructured information, you will ensure the adaptability of strategic insights, aligning them with the evolving needs of the business and continuously improving and adapting our programs for maximum impact.

Responsibilities

• Mine insights from the Voice of Customer (VoC) and other insight programs to understand and improve the performance of specific areas of the customer journey
• Collaborate with the customer team, and work with business owners to set the targets for the proposition and business.
• Triangulates multiple inputs from across the business to set operational and strategic targets
• Working closely with evolving teams, addressing ongoing business needs
• Directing reporting produced by BI team, providing understanding of insight needs, framing questions for the ongoing data and results we need to answer
• Lead and inspire other insight professionals, supporting their need to manage & filter requests from across the business. Drive their performance ensuring that there is a clear updates/communication with their programs.
• Driving an insight mindset within the wider business by championing the self-service use of the research platform
• Along with the team, act as a subject matter expert to enable teams to self-serve across wider sources of data
• Ensure that we have efficient plans in place with VoC agency partners.

About you

Do you have significant experience in commissioning or producing primary customer research and translating data into action? Are you experienced with managing other insight professionals, multiple agencies, vendors/partners (both agency and client-side)? Then this could be the role for you!

Alongside the above. we're looking for the following:

• Experience in building meaningful relationships across senior leadership teams
• Ability to lead the enterprise and extract and embed new forms of insight from within multiple sources of data
• Experience in effective communications with the ability to present complex ideas clearly and concisely, engaging multiple audiences, internally and externally
• Experience with research methods in quantitative and qualitative research, as well as interpreting CX and more complex data models
• A deep understanding of how insights build brands which emotionally connect with people and how to define the most relevant connections people are seeking with our brand
• Experience setting targets for new and existing business propositions
• Design, understand and have the ability to sell in new insight programmes
• Rework the platforms used to share and download strategic insight findings. Ensuring that insights are embedded, and wider teams are empowered to manage their business areas.
• Acts as a role model for insight within the digital and marketing team, along with the broader business, setting the standard for behaviour and living our values.

Who to contact: Email your CV (in confidence) to sga@spalding-goobey.co.uk, quoting the reference above, or contact Andrew Goobey, Andrew Mercer, Caroline Rock or Rebecca Meaton on 020 7287 7237

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