Purpose of the Role
To manage the end-to-end process of client surveys for all Group clients. This includes collaborating with account teams to gather key client information, designing and developing effective surveys tailored to specific client needs, and ensuring the efficient execution of these surveys.
Responsibilities
* Survey Design: Develop and refine surveys, ensuring they meet the needs of retail colleagues and stakeholders.
* Stakeholder Engagement: Collaborate and communicate with internal teams and external partners to align survey objectives.
* Survey Quality Assurance: Ensure the accuracy and reliability of surveys through thorough testing and validation.
* Continuous Improvement: Identify and implement improvements in survey processes and effectiveness.
* Build on current survey templates and design surveys to gather specific information or feedback from our colleagues in retail stores.
* Formulate relevant questions, select appropriate survey conditioning and traits, and ensure surveys are thoroughly tested and agreed upon with relevant stakeholders.
* Collaborate with internal teams and external partners to understand survey objectives, requirements, and constraints.
* Communicate effectively with stakeholders to gather input, provide updates, and solicit feedback throughout the survey lifecycle.
* Ensure the quality and accuracy of survey setups through rigorous validation and testing processes using our Pre-Production platform or LIVE System where reporting analysis is required.
* Address any inconsistencies or discrepancies in the survey flow to provide our colleagues in the field with the most efficient surveys, ensuring more time is spent actioning objectives.
* Proactively seek opportunities to optimize survey setup, conditioning, and processes. Identify areas for improvement and implement best practices to enhance the effectiveness and efficiency of surveys moving forward across the group.
Qualifications & Desired Attributes
* A good listener, highly focused, with a consultative and collaborative style.
* An ability to build trust and rapport and to develop strong, lasting relationships.
* A can‑do attitude, with the drive and tenacity to complete tasks on time and to a high standard.
* An ability to understand and identify internal customer needs and develop practical, efficient solutions.
* Preferred background working with or in major retailers or an operational background.
* Good written, oral, Excel, and communication skills, capable of operating across all levels of management.
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