📌Job Title: Official Job Title - Senior Voice of Customer Manager
📌Employment Type: 9 month FTC
📌Location: 3 days a week in Chatham
📌Salary: £50,000 - £60,000
A specialist challenger bank are looking for a Senior Voice of Customer Manager (Customer Insight) to join their Customer & Consumer Duty department … and what a company to join!
They support underserved segments of the mortgage market and have done for over a century! Their team of experts deliver specialist lending and retail savings through their industry leading brands - the teams are close knit, management is open and transparent and they hire passionate people who want to make a difference.
Even though they are a large group, their teams are split in a way that you aren't seen as just a number, and with a number of exciting opportunities in this role, you will be part of something transformative that will have a major impact. As the company and team grows, so will you!
They are going through a huge modernisation & transformation project (currently on month 19 of a 5 year plan) and investing heavily in all areas of the business from their IT systems, data and suppliers to platforms, products and most importantly, their people to make sure they can be that driving force within the Mortgage and Savings world.
Anyway, the role!
You will play a key role in the development and ongoing management of overall customer experience insight activity and will be accountable for delivering Customer Experience Insight and intelligence to inform customer experience and journey improvement business prioritisation and key business decision making. You will ensure clear and well-articulated customer experience insight and intelligence is shared at a senior level.
You will effectively develop intelligence from multiple data sources and work with stakeholders across the team to understand and identify cause and effect interdependencies.
Day to day looks like:
* Lead the redesign of the way customer insight data is analysed and presented so that they can better understand correlation, core drivers of satisfaction or dissatisfaction.
* Own the creation and delivery of customer insight and intelligence outputs and actionable insights by journeys from both their VoC ecosystem and other sources of data in order to develop these into tangible improvement strategies.
* Work closely with other areas of the business to carry out insight deep dives so that customer understanding is brought together with business understanding
* Be the owner of CX Insight and as a subject matter expert on all matters relating to customer understanding, insight and intelligence.
* Supporting the embedding of a customer-centric culture across the Bank with responsibility for ensuring all stakeholders are provided with appropriate insight and understanding of their customers, of their needs, drivers, pain points and an understanding of consumer behaviours and how these are changing overtime, both online and offline.
* Transfer expertise and knowledge of customer insight working practices to the wider business to encourage ownership and adoption of customer understanding across the business.
* Be integral to the re-development of the VoC programme, this will focus on optimising the existing infrastructure on the VoC programme and developing this to incorporate new journeys and touchpoints.
So if you have experience in:
* Customer insight practices e.g. VoC and how to create this from Scratch
* Developing insight from multiple data sources including those created by other teams such as data analysis and external research
* Providing guidance, expertise and recommendation to senior and executive leaders
* Managing stakeholders at all levels of seniority
* Financial service sector is desirable
* Knowledge of Insight methodologies and analysis techniques
* knowledge of customer strategy, frameworks and methodologies
* Strong knowledge of reporting and data analysis techniques specifically in relation to customer needs, behaviour, value or outcomes.
* Strong knowledge of customer feedback and engagement solutions
Then we want to speak with you – and so will they.
We are more than happy to send you a full spec or sing their praises over a brief call - just let us know what you prefer.
💻 Info@meetskillful.com/ Chris.manning@meetskillful.co