Customer Insights Manager
£60,000 - £70,000 + 10% bonus + benefits
London (2 days per week in the office)
Our client
Our client is a global strategic technology and payments partner. They deliver seamless personalised shopping experiences to over 29m international shoppers, who in turn generate €22.9bn revenue.
With 2,000 employees spread across 50 countries, they integrate with 300,000 point of sale systems in a number of luxury retailers and brands including Harrods, Selfridges, John Lewis, Liberty’s, Apple, Cartier, De Beers, Hermès, Rolex, Dior and Jimmy Choo.
Their products include tax-free shopping, smart data and intelligence, marketing and sales, POS technology and payment solutions.
The role
The Customer Insights Manager is the driving force behind our client’s ability to deliver best-in-class customer experiences across all touchpoints.
Working with both internal and external stakeholders, the Customer Insights Manager will review, govern and propose improvements across both digital and physical customer touchpoints. This role will monitor and gather insights & feedback directly from customers and apply the learnings to improve products and services.
As a Customer Insights Manager, you will:
- Develop an understanding of customer needs and expectations through research & insights.
- Propose improvements in collaboration with global teams.
- Work with cross-functional teams to develop research briefs that include hypothesis and research objectives.
- Lead both quant and qual research projects, interpreting research findings to inform decision-making processes.
- Collaborate with Product, Analytics, Marketing, and Commercial teams to identify and address customer pain points.
- Define targets for experience metrics.
- Develop customer experience insights and create a single customer view.
- Support Product teams in applying the insights to improve CX in active projects, supporting with the prioritisation of CX-related projects and opportunities based on need, maturity and strategic relevance.
- Remain current on emerging customer trends, anticipating future needs and developing these into actionable recommendations.
- Own customer feedback programmes and ensure thorough strategic reporting and insights to ExCo members.
- Develop the customer experience framework with the goal of informing business decision making and enabling customer-centricity to drive loyalty, satisfaction, and business performance.
To apply, you should have
- Experience in a Customer Insights role within a well-known (international) consumer organisation.
- Advanced knowledge of research methodologies (quant and / or qual) and experience planning, briefing, and analysing research projects.
- A passion for CX and the natural ability to empathise with users and understand their motivations and pain points.
- Proven experience introducing best practice in CX insights into a developing CX function.
- An analytical mindset, with the ability to make data-driven decisions and deliver structured reporting to senior stakeholders.
- Led and influenced business teams to ensure buy-in into Customer Insights and data that leads to positive and measurable improvements in CX.
The perks include
- 25 days holiday + bank holidays.
- An extra day off for moving to a new house; 2 days off for your wedding; 3 days off for charity / community days.
- Private healthcare and medical cashback plan.
- Perkbox.
- Competitive pension plan.
- Virgin gym membership.
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