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