Customer Insight Manager

Knowledge

Review processes within function periodically to ensure that VOC programme is effective & efficient and supporting key business objectives. Where necessary take action to improve any areas, which may be ineffective.

Draw conclusions and make recommendations to key internal stakeholders to help drive business growth through improved customer experience

Document relevant processes within function to ensure that clear process flows, and key decisions documented.

Provide regular MI in regards to programme outputs engaging all relevant internal stakeholders.

Knows the features of own product/service/techniques and can accurately answer customer’s/colleagues’ questions.

Be aware of broader organisational goals and understands the impact of own actions on cost.

Awareness of our regulatory requirements ranging a broad range of customer interactions

Skills

Flexibility to operate in a changing environment

Excellent communication skills being able to adapt message to audience whether in person, writing or other communication methods.

Manage & maintain key working relationships with external third parties under the VOC function or for online review websites

Manage the analysis and identification of key themes raised by customers through key metric results and verbatim commentary.

Strong analytical & insight skills.

To manage the delivery of our customer insights programme, identifying key themes raised by customers through review and analysis of customer feedback.

Maximise opportunities for increasing scope and coverage of the customer insight programme, across all Atlanta business units/products.

Identify survey process issues and data errors and collaborate with various internal teams and external partners to resolve.

Behaviours

Provide Training, coaching & support across Customer Experience insight function.

Willingness to share knowledge and skills with members of the team and to forge collaborative relationships.

Understands the need for, and is able to develop good working relationships across the Atlanta group, working well with others at all levels.

Actively safeguard information in particular customer & employee personal data as well as business sensitive information.

Act as a customer champion

Highly motivated with key focus on driving better customer outcomes.

Willingness to develop skills to support the successful completion of work based activities.