Salary - £30,000-£35,000 (dependent on experience)
FT - 35 hours per week
Hybrid - Ashford. But Travel to the London/Ashford Office at least once per month
Here at Saga, we create exceptional experiences every day. From cruises to insurance, personal finance to holidays - we’re proud to be the UK’s specialist provider of products and services to people over 50.
Our customers are at the heart of our business and we aim to provide them with truly exceptional experiences during each interaction with us. Our unique insights into this fast-growing, under-served and ever-changing group, allow us to develop products and services tailored specifically for them. Our Customer Experience Research & Insight team are key to researching and building insight of all customer experience journeys and touch points across the business through a robust Voice of the Customer (VoC) programme. The programme exists so we can shape our Customer Experience Strategy. By listening and acting upon customer feedback, we can deliver a better experience that grows loyal customers and increased advocacy.
You will play a critical role in the monitoring and reporting of core KPI’s from our VoC programme, analysing the data and distilling this into clear, actionable insights across all areas of the business. The role requires a blend of technical expertise, analytical thinking and effective communication, ensuring that data-driven insights are leveraged to their full potential within the organisation.
Role Responsibility
As a trusted ‘Voice of the Customer’, our Insight Manager will be at the forefront of understanding how our customers view their experiences with the brand. They will play a pivotal role in analysing customer feedback, behaviour and trends to inform and enhance our customer experience strategies.
In this role you will be fully accountable for the following areas;
* 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. Assist in ad-hoc analysis requests, supporting the business to address key business challenges.
* 360 INSIGHTS: Supplement Customer Feedback analysis with internal operational & behavioural data to amplify value, linking to commercials where possible. Support in running and reporting of ad-hoc surveys for further CX deep dives and for the understanding of customer needs and attitudes that enhance our customer understanding strategy.
* 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. Be a trusted Voice for the Customer.
* CONTINUOUS IMPROVEMENT: Stay up to date with industry trends and best practices in customer experience research and analysis. Support the development of new approaches to CX measurement (tools/ methodologies) e.g. sentiment analysis, machine learning, and natural language processing. Seek to continuously enhance skills as an Insight professional.
The Ideal Candidate
Working as our Insight Manager, you will need to demonstrate the following skills and experience;
* Ideally have 3+ years experience in a Market Research/Insight/ Data Analyst role, either agency or client-side (or mix of both)
* Have excellent data analysis skills, be able to work with big data sets and identify key trends
* Demonstrate excellent numeracy, have strong attention to detail and be a natural critical thinker
* Be able to distil key ‘actionable’ insights and communicate them in an effective way
* Be technically savvy, able to navigate data dashboards and ideally have experience with a statistical analysis software (such as Q/SPSS)
* Have natural curiosity, to understand the ‘why’ behind the data and be able to support stakeholders to build insight driven action plans to address key business challenges
* Possess strong communication skills and the ability to forge robust partnerships with stakeholders across key business units
* Be familiar with the MRS code of conduct
* Have an understanding of research approaches and when to use them, statistical techniques in data analysis and familiarity with questionnaire writing
* Be a self-starter & independent thinker
* Be structured and well-organised in approach, being able to manage multiple insight deliverables
* Will bring to the business; high energy and a tenacious/ go-getting attitude.
Package Description
Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.
We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich.
BENEFITS AVAILABLE TO ALL COLLEAGUES:
* Our working week is 35 hours per week, these can be worked flexibly to suit your working style
* 25 days holiday + bank holidays
* Option to purchase additional leave up to 5 extra days
* Pension scheme matched up to 10%
* Colleague discounts including family discounts on cruises and holidays
* Range of reductions and offers from leading retailers, travel groups and entertainment companies
* Enhanced maternity and paternity leave
* Grandparents leave
* Company performance related annual bonus - Up to 5%
* Income protection
* Access to Saga Academy, our bespoke learning platform
About the Company
Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.
At Saga 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.
We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.
Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.
Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.
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