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- Tasks: Lead customer experience initiatives and drive improvements across all customer journeys.
- Company: Join Vitality, a top-rated UK insurance brand focused on health and happiness.
- Benefits: Enjoy flexible working, bonus schemes, and an award-winning health insurance plan.
- Why this job: Be part of a dynamic team that values your insights and fosters personal growth.
- Qualifications: 5+ years in CX improvement with leadership experience and a passion for user experience.
- Other info: Vitality is committed to diversity, inclusion, and sustainability.
About The Role Team – Insights Lab Working Pattern – Hybrid – minimum of 2 days per week in either the Vitality London, Bournemouth or Stockport office. Full time hours per week. Salary will be dependent on experience and location. We are happy to discuss flexible working! Top 3 skills needed for this role: Strong communication skills Strong analytical skills Navigation of a matrix organisationWhat this role is all about: The primary purpose of this role is to support the overall Vitality vision and business strategy by turning the measurement of customer experience (CX) into a science and using it to drive continuous improvement through all customer journeys and the wider business. The successful candidate will understand customer needs and priorities, industry advances and Vitality’s capabilities. They will be an intellectual CX leader focussed on building data and insight from all Vitality UK interactions with members, advisers and group scheme administrators in order to challenge, improve and develop truly customer-centric journeys and experiences. Key Actions Undertakes or commissions research that provides valuable insight and analysis for business stakeholders and supports optimisation of all customer journeys to drive advocacy, loyalty and an exceptional customer experience. Analyses qualitative and quantitative Voice Of The Customer and Speech Analytics data for every Vitality customer cohort using appropriate tools and techniques. Develops comprehensive tracking and reporting including dashboards and insight packs that highlight key customer pain points and identify groupwide actions required to resolve them. Establishes and implements clearly defined CX principles and standards to support the ongoing iteration and development of customer experiences across Vitality UK Group. Contributes to the development of strategic plans and initiatives based on data-driven insights. Defines the end-to-end Customer Experience framework that evaluates and measures customer perception in a consistent manner across all products and journeys. Drives cross-functional efforts to create a toolkit for groupwide application that elevates understanding, illustrates opportunities and helps Vitality improve Customer Experience. Educates senior leaders in the CX discipline and benefits of well-executed CX improvement, and communicates the CX strategy across the organization, ensuring buy-in. Involves all relevant functions in customer journey optimisation and disseminates industry-leading CX knowledge and continuous improvement practices across the Group.Essential Skills needed to fulfil this role: Minimum of 5 years’ experience in successful delivery of CX improvement initiatives. To be successful in this role, you will be certified in a recognised CX qualification or currently working through the certification level. Experience in successfully managing and delivering change via proven operational continuous improvement methodologies to enhance the customer experience. Experience working well in a highly pressurised environment with the ability to manage a number of high profile initiatives at the same time. You must be able to demonstrate exceptional leadership skills and be able to influence at all levels. Previous experience of managing teams and coaching support staff is also essential. You must be obsessed with the customer and passionate about the user experience.So, what’s in it for you? Bonus Schemes – A bonus that regularly rewards you for your performance A pension of up to 12%– We will match your contributions up to 6% of your salary Our award-winning Vitality health insurance – With its own set of rewards and benefits Life Assurance – Four times annual salaryThese are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities! If you are successful in your application and join us at Vitality, this is our promise to you, we will: Help you to be the healthiest you’ve ever been. Create an environment that embraces you as you are and enables you to be your best self. Give you flexibility on how, where and when you work. Help you advance your career by playing you to your strengths. Give you a voice to help our business grow and make Vitality a great place to be. Give you the space to try, fail and learn. Provide a healthy balance of challenge and support. Recognise and reward you with a competitive salary and amazing benefits. Be there for you when you need us. Provide opportunities for you to be a force for good in society.We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy. About The Company We're really excited to announce that we have recently been awarded "Top 10 Best Places To Work" in The Sunday Times Awards 2024! Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place. Diversity & Inclusion We’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. To learn more please visit our Careers page. Vitality’s approach to sustainability Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early
Head of Customer Insights employer: Vitality
Contact Detail:
Vitality Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Insights
✨Tip Number 1
Familiarize yourself with the latest trends in customer experience (CX) and be prepared to discuss how they can be applied at Vitality. This shows that you are not only knowledgeable but also passionate about improving customer journeys.
✨Tip Number 2
Network with current or former employees of Vitality, especially those in CX roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare to demonstrate your analytical skills by discussing specific examples of how you've used data to drive CX improvements in previous roles. Highlighting your ability to turn insights into actionable strategies will set you apart.
✨Tip Number 4
Showcase your leadership experience by preparing stories that illustrate how you've successfully managed teams and influenced stakeholders. This is crucial for a role that requires collaboration across a matrix organization.
We think you need these skills to ace Head of Customer Insights
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer experience (CX) improvement initiatives. Emphasize your analytical skills and any relevant certifications, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and how your background aligns with Vitality's vision. Mention specific examples of how you've successfully managed CX projects and influenced change.
Showcase Leadership Skills: Highlight your leadership experience in your application. Provide examples of how you've coached teams or influenced stakeholders at various levels, as this is essential for the Head of Customer Insights role.
Demonstrate Analytical Expertise: Include details about your experience with qualitative and quantitative data analysis. Mention any tools or methodologies you have used to derive insights from customer data, as this will be key to the position.
How to prepare for a job interview at Vitality
✨Showcase Your Analytical Skills
Prepare to discuss specific examples of how you've used data to drive customer experience improvements. Highlight your experience with both qualitative and quantitative analysis, as this role heavily relies on understanding customer insights through various data sources.
✨Demonstrate Strong Communication Abilities
Since strong communication skills are essential for this position, practice articulating your thoughts clearly and confidently. Be ready to explain complex concepts in a way that is easily understandable to stakeholders at all levels.
✨Familiarize Yourself with CX Principles
Research and understand the latest trends and best practices in customer experience. Be prepared to discuss how you would implement CX principles and standards within the organization to enhance customer journeys.
✨Prepare for Leadership Questions
As this role requires exceptional leadership skills, think about your past experiences managing teams and driving change. Be ready to share examples of how you've influenced others and led successful initiatives in high-pressure environments.
