Do you have strong analytical capabilities with the ability to deliver high quality, robust insight? This role could be for you!
We are looking for a curious, confident and skilled individual who is comfortable both taking a data brief and drawing out usable, actionable insights and working on their own intuition to identify key insights to profitably support an improvement in the customer experience.
Being a key member of the Customer Experience Team within the Marketing Function, you will build a deep understanding of our customers through effective analysis of both customer research and internal data to define customer needs, pain points and requirements for the future and to help identify the opportunities to profitably support customer growth and build a future-proof business model.
You will also be responsible for the day-to-day management of the Voice of the Customer feedback platform, supporting the build, maintenance and evolution of the programme.
What you’ll be doing
As the Customer Insights Executive, you will develop a detailed understanding of the available data-sets which help build a clear view of customer needs and behaviours. You will use this data in complex analysis, delivering effective presentation of insight to guide the prioritisation of business change.
- Support the delivery of the ‘always on’ insights programme and tracking of Net Promoter Score
- Run monthly and ad-hoc reporting and analysis for key leadership meetings ensuring a clear and logical visualisation and explanation of insights and trends
- Build a detailed and robust view of customer needs and behaviours through the analysis of complex data sets, identifying critical focus areas and guiding the business prioritisation of specific actions
- Manage the bank of past research to ensure clarity on past projects and outputs, reducing duplication of effort
- Deliver a regular summary of 3rd Party insight that frames the changes in the market, economic impacts on the business and future trends
- Mine the VoC programme and other market data sources to support ad-hoc research projects with desk-based insights
What we are looking for
- Proven experience in a similar position
- Knowledge or experience of using NPS as a measure of customer advocacy
- Advanced analytical skills with demonstratable ability to draw logical and robust key messages from data
- Experience of presenting arguments/insight clearly, telling a compelling story in a visual and easy to use understand format with defined actions
- Ability to adapt your communication style where necessary and confidence to present insights to audiences of leaders or specialists in specific areas
- Experience in a research / analytical role – with the ability to handle complex data sets
- Highly results focused; someone who thrives on a challenge and makes things happen with a clear focus on key business objectives ensuring delivery against targets
- Excellent numeracy skills
- Outstanding Microsoft Excel skills
Whether the data you work with today is customer, market, financial or digital, you’re an analyst or a researcher; if you can clearly build and tell a brilliant, action-led story based on robust insight then we want to hear from you.
