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- Tasks: Lead customer experience tracking projects and deliver actionable insights to stakeholders.
- Company: Join a leading retail brand focused on enhancing customer and partner experiences.
- Benefits: Enjoy a hybrid work model, competitive salary, and flexible working arrangements.
- Why this job: Be part of a customer-centric culture that values innovation and collaboration.
- Qualifications: Expertise in CX tracking, strong analytical skills, and leadership experience required.
- Other info: Early application is encouraged; some roles may require pre-employment vetting.
The predicted salary is between 42000 - 84000 £ per year.
About the role
To manage and deliver a best-in-class customer Brand tracking program, monitoring insights and providing recommendations to help Senior stakeholders make better business decisions aligned with the Partnership plan, and delivering an improved customer and Partner experience.
Expected Salary: Up to £70,000 (dependent on experience)
Contract type: Permanent
Working pattern/flexible working: Hybrid role, primarily from home and the London Office, with visits to other locations as needed.
Key Responsibilities:
- Lead CX (CSAT) tracking projects, delivering clear, relevant, and actionable insights to stakeholders.
- Define insight objectives for complex projects, ensuring appropriate methodologies are used.
- Identify richer insight sources and demonstrate innovation using external trends and customer data.
- Champion customer sentiment, focusing on customer-centric planning and educating Partners on tracking methodologies like NPS and CSAT.
- Represent the function internally and externally, showcasing JLP's customer-centric approach.
- Ensure tracking and insights objectives are clear, agreed, and use suitable methodologies.
- Maintain a timely reporting program accessible via Litehouse or other approved tools.
- Deliver concise insights and recommendations, encouraging stakeholder feedback.
- Collaborate with teams like Customer Care & Loyalty to report comprehensive customer sentiment.
- Prepare Q&A for all insight outputs.
- Ensure timely, within-budget project delivery by partners.
- Manage and challenge third-party suppliers for value, data accuracy, and strategic alignment.
- Conduct post-project reviews to maximize value.
- Lead a high-performing team, fostering happiness and contribution.
- Hold regular meetings to promote connection and share research insights.
- Maintain brand reporting tools and deep dive options.
- Manage the Brand tracking bible for consistency.
- Innovate to build a comprehensive view of customer sentiment, integrating it with transactional data.
Essential skills/experience:
- Expertise in CX tracking, capable of quick reporting and strategic insight generation.
- Strong analytical skills to interpret large data sets and produce actionable recommendations.
- Ability to craft compelling stories from data for senior audiences.
- Experience managing agencies and self-serve programs with measurable improvements.
- Proficiency in various analysis methods, including longitudinal and cluster analysis.
- Extensive experience in customer CX roles within retail or grocery sectors.
- Research background with qualitative and quantitative expertise.
- Leadership experience with direct reports and cross-functional collaboration.
- Active industry networks to bring best practices.
- Excellent communication and visualization skills to bring insights to life.
- Strong commercial acumen and ability to apply insights in a fast-paced environment.
Desirable skills/experience:
- Experience in Purpose-led or employee-owned organizations.
- Experience linking survey and transactional data, supporting SCV development.
Some roles may require pre-employment vetting, including DBS checks and financial probity assessments. Early application is encouraged as vacancies may close early. We support flexible working arrangements, discussed during interviews.
Insight Manager CX Tracking employer: ENGINEERINGUK
Contact Detail:
ENGINEERINGUK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Insight Manager CX Tracking
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience (CX) tracking. Understanding methodologies like NPS and CSAT will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with professionals in the CX field, especially those who have experience in retail or grocery sectors. Engaging with industry experts can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've used data to drive business decisions. Being able to articulate your past experiences with actionable insights will set you apart from other candidates.
✨Tip Number 4
Showcase your leadership skills by discussing any experience you have in managing teams or projects. Highlighting your ability to foster collaboration and drive results will resonate well with the hiring team.
We think you need these skills to ace Insight Manager CX Tracking
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Insight Manager CX Tracking position. Tailor your application to highlight how your skills and experiences align with the key responsibilities outlined in the job description.
Craft a Compelling CV: Your CV should clearly showcase your expertise in CX tracking and analytical skills. Use specific examples from your past roles that demonstrate your ability to generate actionable insights and manage projects effectively.
Write a Strong Cover Letter: In your cover letter, express your passion for customer experience and how you can contribute to the company's goals. Highlight your leadership experience and ability to collaborate across teams, as these are crucial for this role.
Prepare for Potential Interviews: Anticipate questions related to your experience with CX tracking methodologies and your approach to managing stakeholder relationships. Be ready to discuss how you've used data to drive business decisions in previous roles.
How to prepare for a job interview at ENGINEERINGUK
✨Understand the Role Thoroughly
Before the interview, make sure you have a solid grasp of what the Insight Manager CX Tracking role entails. Familiarise yourself with key responsibilities like managing CX tracking projects and delivering actionable insights. This will help you articulate how your skills align with their needs.
✨Prepare Data-Driven Examples
Since the role requires strong analytical skills, come prepared with specific examples from your past experience where you've successfully interpreted large data sets and generated strategic insights. Be ready to discuss methodologies you've used, such as NPS and CSAT.
✨Showcase Your Leadership Skills
If applicable, highlight your experience in leading teams and fostering collaboration. Discuss how you've managed projects and engaged with stakeholders to ensure timely delivery and value. This will demonstrate your capability to lead a high-performing team.
✨Ask Insightful Questions
Prepare thoughtful questions that show your interest in the company's customer-centric approach and how they measure success. Inquire about their current challenges in CX tracking or how they integrate customer sentiment with transactional data. This will reflect your proactive mindset.
