At a Glance
- Tasks: Lead global customer feedback programmes and translate insights into impactful business strategies.
- Company: Join Kingspan Data Solutions, a leader in innovative data centre infrastructure.
- Benefits: Enjoy competitive pay, flexible working options, and career development opportunities.
- Other info: Be part of a dynamic team in a fast-growing global business.
- Why this job: Make a real difference by shaping customer experiences on a global scale.
- Qualifications: 4-8 years in Customer Insights or similar roles, with strong analytical and communication skills.
The predicted salary is between 51750 - 63250 £ per year.
About Us
Kingspan Data Solutions is a global leader in mission-critical data centre infrastructure, delivering innovative solutions that support the performance, efficiency, and scalability of today’s high-performing data centres. As one of the fastest-growing divisions within Kingspan Group plc, Kingspan Data Solutions operates across Europe, the Americas, the Middle East, and Asia-Pacific. We bring together specialist businesses with deep expertise in physical infrastructure, enabling customers to deliver high-performance, energy-efficient, and future-ready data centre solutions at scale.
About the Role
We are looking for a Customer Insights & CX Programme Manager who will drive our global Voice of Customer (VoC) programme and translate customer insights into meaningful business impact. This role combines customer insight, project management, and stakeholder engagement, working across multiple regions and business units in a complex matrix organisation. You will play a key role in ensuring customer feedback is not only collected but embedded into decision-making and improvement initiatives across the business. This role can be based in the UK or Ireland and offers remote, hybrid, or onsite flexibility.
Key Responsibilities
- Lead and coordinate the global Customer Feedback and Voice of Customer programme across regions and business units
- Develop and implement a scalable VoC framework, balancing global consistency with local market needs
- Analyse customer data and feedback to generate clear, actionable insights and recommendations
- Translate insights into compelling presentations for senior stakeholders and leadership teams
- Partner with commercial, marketing, and regional teams to ensure strong adoption of insights and tools
- Drive cross-functional alignment in a matrix environment to support customer-led decision making
- Support and help deliver customer-driven improvement initiatives, ensuring measurable outcomes
- Manage multiple projects simultaneously, ensuring delivery against timelines and priorities
Qualifications
- 4–8 years’ experience in Customer Insights, Customer Experience, Analytics, or similar roles
- Proven experience in a B2B environment (essential)
- Experience working across multiple business units, brands, or regions in a matrix organisation
- Strong track record of stakeholder management and influencing decision-making
- Demonstrated ability to manage multiple projects and priorities effectively
- Experience with VoC programmes, NPS, CSAT, and survey platforms (e.g. Qualtrics)
- Strong analytical skills using Excel, Power BI, Tableau or similar tools
- Ability to translate data into clear, impactful insights and presentations
- Excellent communication skills, with a proactive and solutions-oriented mindset
Nice to have:
- Experience in manufacturing, construction, engineering, or similar complex B2B industries
- Alternatively, experience in technology or engineering-led environments
Permanent and full-time employees enjoy competitive compensation, flexible working options, and the opportunity to work as part of a fast-growing global business. At Kingspan Data Solutions, you will be part of a collaborative, high-performing team where you can take ownership, develop your skills, and directly contribute to shaping customer experience across international markets.
Customer Insights & CX Programme Manager (B2B) employer: Hollybank Trustees Ltd
Hollybank Trustees Ltd is an exceptional employer, offering a dynamic work environment in Rough Hills, England, where collaboration and client-focused strategies thrive. With a flexible hybrid working model, a comprehensive benefits package including an enhanced pension scheme, and ample opportunities for professional development, employees are empowered to grow their careers while making a meaningful impact in the investment advisory sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insights & CX Programme Manager (B2B)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hollybank Trustees Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hollybank Trustees Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Insights & CX Programme Manager (B2B)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hollybank Trustees Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Hollybank Trustees Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hollybank Trustees Ltd!
How to prepare for a job interview at Hollybank Trustees Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
