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6 months ago
Basic Salary: Comptetive
Location: London
Job type: Permanent
Category: Customer Service Jobs
Customer Experience Insight Manager (111334)

Job function
: Marketing

Main location
: UK & Ireland-United Kingdom-London-London

: Full-time

Working pattern
: Standard

Salary : Comptetive

Closing date
: May 23, 2019, 11:59:00 PM

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Our insight centre of excellence champions insight that inspires brilliant decisions across BT. The team has a deep understanding of needs, behaviours and attitudes, and uses this knowledge to develop actionable insights that improve the customer experience and drive commercial performance.

The Customer Experience Research Manager, is accountable to lead, develop and define the Customer Experience (CX.) Insights research strategy for BT, consistent with the BT CX. Leadership strategy and all BT business drivers (financial, commercial and technical), explicitly maximising business opportunities and driving up performance of our customer experience.

What you'll be doing

You'll be....

* A customer champion who uses actionable insight to set the long, medium and short term strategic direction of BT Consumer across all brands and products, and who inspires brilliant decision making

* Identifying drivers of NPS/ customer loyalty and where to prioritise investment in order to have the most significant impact on improving the customer experience

* Evaluating how our Consumer brands perform across all products, asses improvement plans, highlight gaps, identify product/ service market opportunities and accountable for ensuring the business focus on the right things in order to become best for customer within the market

* Influencing key stakeholders (including the Executive Board) across all business functions, and accountable for ensuring business decisions are based on customer insight

* Producing outputs for the Consumer Customer Experience NPS measurement competitor benchmarking programme across all our products and segments

* Ensuring the business knows and understands our NPS performance and what drives it/what is improving

We'll also need to see these on your CV

• Strong presentation skills, capable of articulating complex ideas with authority and making the case for change
• Principles and practice of Market and Customer Experience research and management (Market Research Society codes of conduct)
• Ideally Consumer experience but not essential
• In-depth understanding of the strategic challenges facing BT and the competencies required for long term success
• Demonstrates very good knowledge of financial principles and is able to leverage financial, statistical & quality information when articulating plan impacts
• Detailed understanding of the telecoms / IT / media and entertainment market dynamics and associated business models
• Proven data collection, integration, management and interrogation experience – using data to produce actionable insight
• Skilled in senior stakeholder relationship management – with proven ability to identify, establish and effectively manage key stakeholder relationships
• Strong strategic and structured thinking with a commercial focus to help drive the business forward and exceed targets
• Experience in managing a focused customer experience research programme
• Experience of CX. Strategy development, recommendations and implementation
• Experienced client-side research professional with strong supplier management skills

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