HEAD OF CUSTOMER INSIGHT (CX)
UP TO £85,000
LONDON
Harnham is working with a well-known financial services business, hiring for a Head of Customer Customer Insight. The Head of Customer Insight will be responsible for building out a new function within the business, with the aim of turning measurement of CX into a science.
THE ROLE:
The Customer Insights Manager will :
* Be involved in research that provides insights and analysis to the wider business and supporting optimisation of customer journeys.
* Analyse quantitative and qualitative data across Speech Analytics and VoC for customers.
* Be responsible for highlighting key customer pain points and developing reports and tracking to ensure groupwide actions to resolve them.
* Define CV principles to support the development of customer experiences.
* Lead and hire for a team of CX professionals.
YOUR SKILLS AND EXPERIENCE:
The Customer Insights Manager will have the following skills and experience:
* Proven experience in delivering CX improvement initiatives.
* Excellent experience telling stories with data
* Customer focused projects such as VoC projects.
* Mixed methods research experience.
* Experience managing change.
* Line Management experience is essential.
HOW TO APPLY:
Register your interest by sending your CV via the apply link on this page.