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About the role
Customer Research and Insight Manager
18 month FTC initially
£55,000 - £60,000 + benefits
Inverclyde area with travel throughout Scotland
Overview:
The insight team uses robust analytics and research methodologies to deliver an industry-leading insight service into the business, making recommendations, driving strategies, and facilitating confident 'data-led' decision-making at all levels.
As Customer Research and Insight Manager you will use research methodologies to analyse, draw conclusions, deliver insight and recommendations on customer sentiment regarding products and services back into the business.
Working in collaboration with the Customer Experience team we aim to deliver an excellent customer experience to all our customers. This role is pivotal to this by accurately representing the ‘Voice of the Customer’ and allowing the business to place customers at the heart of confident insight led decisions. Therefore, an important aspect of this role is to manage the Customer Experience Measurement platform, working collaboratively with CX colleagues and Operations to ensure the activation of insight from this.
The Job:
• Establish the survey and research methodologies, metrics, samples and frequencies to deliver a robust and statistically valid measurement of Customer Experience for both B2C and B2B.
• Accurately and effectively represent the ‘Voice of the Customer’ at all forums, identify where gaps in CFL’s knowledge of the Customer exists and utilise research methodologies to address.
• Interpret research results to draw conclusions about the level of customer satisfaction, OSAT, CX, Ease and Trust achieved by the business and make recommendations.
• Prepare concise reports for the Exec, Transport Scotland, and other stakeholders summarising performance against contractual requirements and operational targets ensuring results and insight are effectively communicated into the business and to internal and external stakeholders.
• Work closely with the Customer Experience team to deliver industry leading, fit for purpose Customer Experience measurement and insight that drives confident decision making.
• Collaborate with the Customer Experience team to ensure the insight from Customer research is actionable, contributes to the development of improvement plans and drives initiatives and strategies.
• Support a true test and learn environment through the tracking and monitoring uplift of Customer Experience initiatives and pilots within the Commercial department.
• Ensure that the business not only meets its obligations under the GDPR but demonstrates best practice application of Market Research rules and guidelines.
• Assist in the delivery of the Insight team’s short and long-term strategic plans.
• Train, support and coach junior members of the team.
• Manage research budget and follow procurement rules and procedures.
Outcomes:
• Deliver comprehensive research on customer behaviours, sentiment and attitudes into the business.
• Robust analysis and reporting of results via reports, presentations and dashboards to internal stakeholders, exec boards and external bodies
• Recommendations and action plans for Customer Experience improvement to Customer Experience, Commercial team and beyond.
• Manage industry leading Customer Experience measurement platform and implement best practice insight into action.
• Evidence uplift in Customer Experience metrics and other KPI’s as a result of recommendations into the business
• Track and provide insight on brand health.
The Person:
• Extensive experience in a similar role and a relevant degree or qualification in Market/Customer Research.
• Excellent analytical ability and application of qualitative and quantitative research practices.
• Understanding of statistics, sample sizes and best fit research methodologies.
• Experience of collaboratively working with other departments to provide a holistic view, identify and address knowledge gaps and provide additional operational context to results.
• Identify reports, data sources, external research and reports both to infill or complement our knowledge of customer experience, behaviours and sentiment. Ensuring the business is kept up to date with changes in socio-economic environment and trends for example visitor numbers, changes in customer geo-demographics.
• Proficient in data manipulation using a range of IT packages / software especially Power BI.
• Ability to identify significant themes within a large data sets/result and present an overview as well as specific detail.
• Ability to present findings of analysis in a succinct concise manner, make recommendations which drives decisions and action.
• Comfortable and able to present to all levels within the business and to adapt styles and content to the audience.
• Ability to manage external providers within SLA and budgets.
• Anticipate, meet and exceed the needs of customers
• Use data and information to make informed confident decisions
• Evidence of working in an environment which requires excellence in safety, operations and customer service
• External orientation with a focus on developments and trends in the travel industry
