Customer Insight and Innovation Manager

Customer Insight & Innovation Manager £50,000 – £55,000 Leeds / Hybrid (3 days on site) A growing and flexible business that will offer the autonomy to drive real change to the customer journeyClient Details Page Group are working in partnership with a longstanding client on the appointment of a new Customer Insight & Innovation Manager. This is a newly created role focused on improving the customer journey across all touch-points and business areas. Based in Leeds, our client is a true advocate of hybrid working, with 3 days in the office, 2 from home on offer Description Lead on all customer journey mapping activities, identifying improvements for customer touch-points and systems enhancements Analyse, interpret and share customer insight across the business to place the customer at the centre of service improvements and changes being made Identify areas to improve process and procedures, creating business cases for change, following though to delivery and implementation Lead a portfolio of strategic incentives including digital evolution, Contact Centre Channel & Systems Implementations / Improvements, CSAT & NPS programmes Develop and implement a number of customer focused policies that meet both the customer and business needs Work with outsourced / off shore service providers to deliver positive developments on how they interact and service the end customers Drive customer satisfaction scores across the business, taking corrective action where required Own and develop customer feedback channels / platform, understanding what customers say and using the information to make informed decisionsProfile Experience driving positive change and improvement Experience within a contact centre environments (desirable) Prior work with outsource / off shore partners (desirable) Understanding of customer contact channels and technologies Extensive stakeholder management skills at all levels Prior experience working on continuous improvement Excellent communication skillsJob Offer This is a fantastic opportunity to join a growing and evolving business in the role of Customer Insight & Innovation Manager Based in the Leeds area with great links to the M1 & M62 the role offers Hybrid working with 3 days in the office required Salary of £50,000 – £55,000 plus great benefits package