Customer Insight and Innovation Manager

About Our Client

Page 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.

Based in Leeds, our client is a true advocate of hybrid working, with 3 days in the office, 2 from home on offer

• Lead on all customer journey mapping activities, identifying improvements for customer touch-points and systems enhancements
• Analyse, interpret and share customer insight across the business to place the customer at the centre of service improvements and changes being made
• Identify areas to improve process and procedures, creating business cases for change, following though to delivery and implementation
• Lead a portfolio of strategic incentives including digital evolution, Contact Centre Channel & Systems Implementations / Improvements, CSAT & NPS programmes
• Develop and implement a number of customer focused policies that meet both the customer and business needs
• Work with outsourced / off shore service providers to deliver positive developments on how they interact and service the end customers
• Drive customer satisfaction scores across the business, taking corrective action where required
• Own and develop customer feedback channels / platform, understanding what customers say and using the information to make informed decisions

• Experience driving positive change and improvement
• Experience within a contact centre environments (desirable)
• Prior work with outsource / off shore partners (desirable)
• Understanding of customer contact channels and technologies
• Extensive stakeholder management skills at all levels
• Prior experience working on continuous improvement
• Excellent communication skills

What's on Offer

This is a fantastic opportunity to join a growing and evolving business in the role of Customer Insight & Innovation Manager

Based in the Leeds area with great links to the M1 & M62 the role offers Hybrid working with 3 days in the office required

Salary of £50,000 - £55,000 plus great benefits package