Saga Insight Manager
We are seeking an experienced Insight Manager to join our Customer Experience Research & Insight team at Saga. As a trusted 'Voice of the Customer', you will play a critical role in analysing customer feedback, behaviour and trends to inform and enhance our customer experience strategies.
Key Responsibilities:
* CX MEASUREMENT: Continuously track progress of touchpoint NPS and CSAT across all business areas via our Voice of the Customer programme.
* CX DATA ANALYSIS & INSIGHTS: Conduct regular analysis of CX data from our VoC programme, updating key deliverables on current trends and developing actionable insights & recommendations at core customer journey touchpoints.
* 360 INSIGHTS: Supplement Customer Feedback analysis with internal operational & behavioural data to amplify value, linking to commercials where possible.
* EXTERNAL LENS: Leverage external sources/data (e.g. benchmarking/ social media/ review site feedback) to supplement internal insights & recommendations.
* STAKEHOLDER ENGAGEMENT & COMMUNICATION: Build strong partnerships across Product, Marketing and Operations teams to ensure data-driven decisions are understood, acted upon and well-integrated into strategic planning.
Package Description:
We offer a comprehensive benefits package that includes flexible working hours, 25 days holiday + bank holidays, pension scheme matched up to 10%, life assurance policy on joining us, wellbeing programme, colleague discounts, enhanced maternity and paternity leave, grandparents leave, company performance-related annual bonus - up to 5%, income protection, and access to Saga Academy, our bespoke learning platform.
About the Company:
Saga is the UK's specialist provider of products and services to people aged over 50 in the UK. We are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.
The estimated salary for this position is £30,000-£35,000 per annum, dependent on experience.