Customer Experience and Insights Executive

Customer Experience and Insights Executive

Our client is a global leader and is on a drive to be the most customer centric driven business within their industry.

The Customer Experience Team, is a newly created specialist area within Market Management, and its role is to optimise Customer Experience across all distribution channels, and provide critical customer and marketing insights, customer analytics and reporting to key stakeholders across our business.

The Role:

The CX Executive position is a newly developed role that will support the CX manager in the implementation of the Customer Experience (CX), Customer Voice, Customer and Market Research, Operational Service Quality and Proposition Development.

KEY RESPONSIBILITIES:

• Ensures high NPS positioning
• Lead the establishment of the Customer Experience Workshop/focus groups to improve the Customer Journey
• Support the development of the company's Customer Segmentation, Target Market, Brand Position and Value Proposition
• Drive the adoption of standardised Customer Service standards and measurement across the organization
• Run both the Bottom Up (BU) and Top Down (TD) NPS reporting activities, expanding online BU touchpoints and commissioning and monitoring the annual TD NPS measurement
• Build strong partnerships and work collaboratively with the business, to promote cross functional analysis and assessment of NPS, ensuring findings and recommendations to improve customer satisfaction are implemented. Plan and undertake primary research for the business, develop agency briefs and manage the associated agency / vendor relationships to support delivery
• Support new proposition development
• Assist with research methodology development, including topic guides and customer surveys
• Rollout and support business colleagues in the adoption of operational service standards across the organisation including; Customer Service, Complaints Management and Customer Relationship Recovery Mechanisms to ensure consistency in the Customer experience

KEY REQUIREMENTS/SKILLS/EXPERIENCE:

• Experience of using Net Promoter Score (NPS) methodologies
• A minimum of 1 years’ experience in a marketing, or market research related role
• Intermediate proficiency with MS Office, particularly MS Word and Excel

The role represents a fantastic opportunity for a Marketing professional to support the CXIA manager in the establishment of the team, and to support the relevant distribution channels with relevant and insightful Customer Insights, to determine and support service quality standards and proposition development.

For a confidential discussion, please email dcurley(@)lincoln.ie or apply here.