Customer Experience and Insights Manager

Customer Experience and Insights Manager

Ref: JO-1902-105902 | Negotiable | Location:Lichfield, Staffordshire, England | Added:07/02/19

Quest Search & Selection is proud to be working with one of the biggest brands in Retail who is searching for Customer Experience & Insights Manager.

The purpose of this role is to enable and enriched customer experience, by providing an in-depth understanding of the market place, the needs of customers and the relevant solutions which will ensure the business continue to meet and exceed customer expectations.

Key Responsibilities:

  • Own and lead the creation and delivery of the commercial Customer Plan
  • Leading the gathering and coordination of consumer, trend and market research insights to support the achievement of strategic customer objectives.
  • Leading customer and insight projects and business change customer work-streams.
  • Delivery of a robust insight framework and effective insight partnering team to supercharge business sales and margin growth
  • Lead the exploration, definition and plan for the customer journey experience interactions across all trading businesses
  • Strategic evaluation of financial, customer and market research to ensure that identifiable
    risks and opportunities are defined, presented and developed
  • Leading the interpretation of financial, customer, trend and market insights and analytics,
    including deployment of a CRM or equivalent
  • Build strong external relationships e.g. FRTS, Insight providers
  • Provide actionable customer experience insights to the rest of marketing teams and other
    senior stakeholders to drive business improvements
  • Support the decision making process through robust strategic insight delivery
  • Collating appropriate insights as a result of category and product trends
  • Maximise the potential customer opportunity through leadership of direct reports and
    strategic collaborations with BI, SSC and Finance
  • Develop a suite of relevant and memorable customer personas for each business to support
    the Brand & Marketing Manager and Category Managers
  • Provide post investment review leadership
  • Develop customer experience journey mapping models
  • Make recommendations to support Society strategy
  • Champion and embed customer consciousness throughout the Society
  • Effective development and leadership of the insight team
  • Continuous improvement of insight channels
  • Deputise for the Head of Customer and Marketing

Key Competencies:

  • See the bigger picture
  • Challenge, change and improve
  • Make effective decisions
  • Lead and communicate
  • Collaborate and partner
  • Build capability
  • Customer focused ways of working
  • Individual accountability
  • Agility and reactiveness

We request that candidates send their CV as a Microsoft Word document where possible.

Quest Search and Selection is acting as an Employment Agency in relation to this vacancy.

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