Job Description
Customer Insight & Innovation Manager\n£50,000 - £55,000\nLeeds / Hybrid (3 days on site)\nA growing and flexible business that will offer the autonomy to drive real change to the customer journeyClient Details\n\nPage Group are working in partnership with a longstanding client on the appointment of a new Customer Insight & Innovation Manager. This is a newly created role focused on improving the customer journey across all touch-points and business areas.\n\nBased in Leeds, our client is a true advocate of hybrid working, with 3 days in the office, 2 from home on offer\n\nDescription\n\nLead on all customer journey mapping activities, identifying improvements for customer touch-points and systems enhancements\nAnalyse, interpret and share customer insight across the business to place the customer at the centre of service improvements and changes being made\nIdentify areas to improve process and procedures, creating business cases for change, following though to delivery and implementation\nLead a portfolio of strategic incentives including digital evolution, Contact Centre Channel & Systems Implementations / Improvements, CSAT & NPS programmes\nDevelop and implement a number of customer focused policies that meet both the customer and business needs\nWork with outsourced / off shore service providers to deliver positive developments on how they interact and service the end customers\nDrive customer satisfaction scores across the business, taking corrective action where required\nOwn and develop customer feedback channels / platform, understanding what customers say and using the information to make informed decisionsProfile\n\nExperience driving positive change and improvement\nExperience within a contact centre environments (desirable)\nPrior work with outsource / off shore partners (desirable)\nUnderstanding of customer contact channels and technologies\nExtensive stakeholder management skills at all levels\nPrior experience working on continuous improvement\nExcellent communication skillsJob Offer\n\nThis is a fantastic opportunity to join a growing and evolving business in the role of Customer Insight & Innovation Manager\n\nBased in the Leeds area with great links to the M1 & M62 the role offers Hybrid working with 3 days in the office required\n\nSalary of £50,000 - £55,000 plus great benefits package