At a Glance
- Tasks: Lead performance strategy and optimise customer marketing activities for impactful results.
- Company: Join Experian, a global leader in data and technology with a people-first culture.
- Benefits: Enjoy hybrid working, competitive pay, 25 days leave, and comprehensive health benefits.
- Other info: Be part of an award-winning workplace that values diversity and inclusion.
- Why this job: Shape strategic decisions and drive real change in customer engagement and business performance.
- Qualifications: Strong analytical skills and experience in performance management and stakeholder communication.
The predicted salary is between 63000 - 77000 £ per year.
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data.
We are looking for a commercially focused Customer Insights and Performance Manager on a 12 month fixed term basis, to lead performance strategy, forecasting, prioritisation, and optimisation across Customer Marketing activity in Experian Consumer Services. This is a high-impact role with strong exposure to senior stakeholders, offering the opportunity to shape decision-making, influence strategic direction, and drive measurable improvements in customer engagement and business performance.
Your role will combine strategic ownership with hands-on delivery. You will be responsible for translating performance data into clear priorities, identifying opportunities for improvement, shaping communication and testing strategy, and driving change across the Customer Marketing agenda. You will also manage a Customer Marketing Analyst, ensuring strong day-to-day insight generation and performance support across the team.
Key responsibilities:- Own forecasting, performance management, creation of new engagement metrics and reporting, translating planned initiatives into robust forecasts, targets, and clear performance updates for senior stakeholders.
- Lead prioritisation and sizing of Customer Marketing projects, assessing scope, value, and impact, and identifying new opportunities to improve engagement and commercial performance.
- Shape communication and contact strategy through insight-led recommendations, working closely with Analytics to improve customer journeys, lifecycle performance, and overall marketing effectiveness.
- Lead the creation and execution of a robust testing roadmap for the Customer Marketing team, including strategic and tactical testing across contact strategy, customer experience, and messaging, and ensure actions are followed through into measurable outcomes.
- Partner with senior stakeholders across Customer Marketing, Product, Commercial, Finance, and Analytics to align priorities, influence decisions, and drive business impact.
- Own governance of campaign and journey targeting, ensuring a high standard of quality, accuracy, and consistency across execution as well as ensuring that the right customers receive the right communications at the right time.
- Manage and develop a Customer Marketing Analyst, providing direction across campaign reporting, test analysis, anomaly identification, and day-to-day insight generation.
- Strong forecasting and performance management experience, with the ability to work confidently with key metrics, targets, and data-driven recommendations.
- Experience leading testing programmes designed to improve customer engagement, customer experience, or campaign performance.
- Strong commercial, numerical, and analytical capability, with the ability to connect customer performance analysis to business outcomes, strategic priorities, and credible business cases.
- Strong stakeholder management, influencing, and communication skills, with the ability to present complex performance narratives clearly to senior and non-technical audiences.
- Ability to prioritise effectively, make sound decisions, and drive change through to execution.
- Experience managing or mentoring an analyst.
- Strong SQL skills and experience using analytical tools such as Mixpanel.
- Good CRM knowledge, ideally including Salesforce and campaign targeting principles.
Our benefits package includes:
- Hybrid working - 40% office based.
- Great compensation package and discretionary bonus plan.
- Core benefits include Pension, BUPA healthcare and more.
- 25 days annual leave plus bank holidays.
Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces 2025 (Fortune Global Top 25), Great Place To Work in 26 countries to name a few. Experian is also proud to be an Equal Opportunity and Affirmative Action employer.
If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
Recruitment Fraud Awareness - Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an @experian.com email address. Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process.
Customer Insight and Performance Manager (CRM) - 12 month Secondment in Ruislip employer: Experian Ltd
Experian is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where innovation thrives. With a commitment to investing in advanced technologies and a diverse range of markets, employees can expect meaningful opportunities to make an impact while enjoying a supportive environment that values collaboration and creativity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight and Performance Manager (CRM) - 12 month Secondment in Ruislip
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Experian Ltd.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Experian Ltd. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Insight and Performance Manager (CRM) - 12 month Secondment in Ruislip
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Experian Ltd.
How to prepare for a job interview at Experian Ltd
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Experian Ltd's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Experian Ltd offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
