Voice of Customer Insight Manager + bonus + 27 days holiday + gym

£Competitive

Malmesbury

Description

The Owner Experience team at Dyson are focused on continuous development of our approach to engaging and assisting Dyson Owners. A key element of this is robust measurement of the customer experience, to shape thinking and identify opportunities for improvement that delight the customer and drive brand affinity. Our global Voice of Customer feedback programme is steadily growing, with a focus on NPS (Net Promoter Score) as a lead indicator of performance. Our ambition is to listen, analyse, act and monitor across all key channels. Driving a customer focused culture into the core of the business.

Market Overview

Dyson HQ, is tucked away in the Wiltshire countryside, our secluded location helps us to protect our ideas and stay independent-minded. The growing campus is the heartbeat of Dyson. Benefitting from an onsite Gym, sports pitch, multiple cafes and a nature walk. Over 2,000 people, including James himself, spend their days strategizing, inventing technology and telling the Dyson story to the world.

Function Overview

The Group Owner Experience team drives strategic and tactical business initiatives in the pursuit of high quality execution across all owner touch points, turning one time Dyson buyers into lifelong Dyson advocates. The function is a multi-disciplinary team encompassing CRM, customer service and insight specialisms, driving towards a consistent global operating model.


The role reports into the Head of Owner Experience, who will set the strategy for global Voice of Customer measurement. You'll work closely together to optimise and expand the programme across geographies and channels.

Accountabilities

Your key responsibility is to evangelise the Voice of Customer programme across key business units. Develop approaches to ensure stakeholders remain engaged and take accountability for translating insights into business actions.You'll do this by running regular debriefs and workshops with markets and key stakeholders to aid understanding and application of the data.


Working closley with the Owner Experience analyst to ensure routine report delivery (including exec scorecards) meet time and quality targets, ensure methodological excellence/data quality is maintained. Be proficient in extracting data and conducting analysis in key platforms.


Be on top of the key themes and issues identified within the outputs, making connections across markets and ensuring insights get recognition and are acted upon. Work cross-functionally and build relationships within Quality team, Group insight, Market insight, Digital analytics and other stakeholder groups – share best practice, support and collaborate to drive insight generation and improved outcomes for the customer.

Skills

As the Voice of Customer Insights Manager you’ll need commercial awareness as you build relationships and ways of working across a global matrix structure. You’re someone who can work independently, proactively solve problems and strive for high quality delivery.


You’ll be an expert in research methods and their application in the field of customer experience. You’ll be curious to explore data (structured & unstructured) and its use in business decision making. Experience of working with research/analysis platforms (SPSS, Snap, Confirmit, Tableux etc) is highly desirable. Your key ability will be extracting the core narratives from data and insight, bringing these to life to drive change in the business.

Benefits Overview

Dyson monitors the market to ensure competitive salaries and pension contributions. Beyond that, you’ll also enjoy a company bonus and 27 days annual leave. But financial benefits are only the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, flexible working hours, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to creativity, innovation and ambition.

Posted: 20-Feb-2017

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