Customer Insight and Innovation Manager - #1709903

• 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 decisions

• 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 skills

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

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