Client Experience Insight Manager

Bibby Financial Services have an exciting opportunity available for a Client Experience Insight Manager to join our team. This role is on a full time, permanent basis in our Banbury office (hybrid). In return, you will receive a competitive salary of £40,000 - £50,000 per annum.

We’ve supported small and medium-sized enterprises (SMEs) since 1982 and today we support more than 9000 businesses worldwide. We are proud to help businesses, both big and small to grow and thrive in domestic and international markets.

Why us? We’re in the business of relationships. Whether working together or supporting our clients, that’s what makes us stand out from the crowd. We know our value lies in our brilliant people, it is fast-paced and varied, and we can handle it. We trust each other, take ownership, work flexibly, have fun and deliver for our clients every time. We empower our colleagues to be themselves and grow in the way they want – we believe in them and celebrate their success.

As our Client Experience Insight Manager, we will reward you and your hard work with:

• Private healthcare for you and your family
• Company pension scheme
• Wide range of flexible benefits, such as gym membership, technology, or health assessments
• Access to an online wellbeing centre
• Range of discounts from many businesses
• 25 days holiday which increases with service and options to buy or sell more

Are you passionate about understanding and amplifying the voice of the customer? Do you thrive in an insight-driven role where you can shape strategic planning, marketing efforts, and operational improvements? If so, we have an exciting opportunity for you!

As our Client Experience Insight Manager, you will be the driving force behind our customer experience initiatives. You will lead customer insight projects that inform our strategic planning, marketing efforts, and operational improvements, ensuring we continually address and exceed our customers' needs.

Your Impactful Responsibilities as Client Experience Insight Manager:

• Voice of the Customer: Lead and execute essential customer research activities, including NPS surveys, onboarding surveys, customer forums, exit interviews, and segmentation analysis. Ensure findings are effectively communicated and used to shape business strategies.
• Data-Driven Insights: Provide actionable insights to inform business planning, marketing initiatives, and strategy development, ensuring alignment with customer needs and expectations.
• Insight Action Planning: Facilitate action planning based on NPS feedback, translating insights into tangible improvements that enhance customer experience and loyalty.
• Cross-Functional Collaboration: Work across departments to implement operational improvements based on customer feedback, enhancing efficiency and service delivery.
• Research Management: Manage research agencies, ensuring they have clear briefs and deliver projects on time and within budget.
• Product and Service Development: Utilise research findings to guide the development and refinement of products and services, ensuring they remain relevant and competitive in the market.

What We Are Looking For in Our Client Experience Insight Manager:

• Experience: Insight experience in B2B markets, managing both quantitative and qualitative VoC research projects.
• Skills: Exceptional presentation skills, ability to communicate at all levels of the business, and strong data analysis and interpretation capabilities. A storyteller able to consolidate and synthesise research findings in a compelling and engaging format.

There’s no place quite like BFS and we’re proud of that. It’s all down to our colleagues - they make us the business with which every SME wants to partner.

If you would like to join us, please click ‘Apply’ today to be considered as our Client Experience Insight Manager – we would love to hear from you!

We’re absolutely committed to being a truly inclusive place to work, where everyone has an equal opportunity to reach their true potential. Let us know if you need adjustments to support you through any stage of the recruitment process.

We reserve the right to close applications early. No agencies, please.