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Data Insight Lead (Customer experience)

  • Location: South Yorkshire
  • Salary: £35000.00 - £45000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security

We are Recruiting for a Service Designer (Customer Experience) for a FTSE 250 Client in Rotherham on a Permanent basis, paying between £35,000 - £45,000.

This is a pivotal role within Customer Experience Practice and will play a key part in evolving and improving the experience for our clients' by providing quantative and qualitative insights into the experiences of our clients customers. The role will involve providing data rich insights to support the design of existing & new services to improve the customers' experience and deliver significant benefits for our clients. The CX Insight Lead will have three core functions:

(a) Customer Experience Insight

Take a core role in the CX teams that are deployed to re-design services by collating, validating & analysing all available data and customer research in order to inform the proposals and delivery of improved customer experiences, efficiencies and increased sales or reduced costs.

(b) Support the Customer Experience Practice

Provide support to CX team collegues in the form of mentoring and coaching more junior colleagues.

(c) Development of the CX offering to clients

Provide compelling and unique story-telling capabilities to drive take-up of CX Team support using insight and case referenceable delivery - leveraging robust quanitifable benefits as part of research and/or findings.

Accountabilities & Activities

  • Understanding multichannel customer journeys, working with operational teams and subject matter experts. Analysing and reviewing processes within the customer journeys;
  • Participating in customer journey workshops and forums, capturing requirements from the audience.
  • Working in a matrix eco-system across Innovation, Data Science & Support & Enablement.
  • Scoping Insight projects, identify and define Insight requirements and best analytics approach
  • Identifying opportunities for improvement from customer journey mapping and other insight gathering techniques.
  • Developing strong relationships with key stakeholders across the business
  • Developing and designing innovative solutions to eliminate failure demand and maximise our self-serve channels
  • Collaborating with client teams to extract data & update on progress at key milestones in analysis.

Qualifications, Knowledge & Experience

The post holder will have the following experience:

  • Experience within Customer Experience and/or other related disciplines and industries
  • Able to work independently, and meet client/ project objectives
  • Working under pressure to deadlines whilst maintaining high standards of accuracy and attention to detail
  • Use outputs from data tools to develop audience and category insight
  • Working with CX teams to develop rich stories around customer and business Insight
  • Experience working within cross-disciplinary team to develop strategies, ideally in an operational environment
  • Excellent project management and communication skills.
  • Great relationship skills; ability to develop relationships and credibility with both internal and external clients.
  • The ability to translate complex ideas into easily-understood scenarios for stakeholders.
  • The ability to multi-task and support multiple areas of responsibility at the same time.
  • The ability to deliver high quality work within high performing and fast-moving teams in unstructured environments.
  • Experience utilising BI & MI tools
  • Excellent understanding of Rstudio programming
  • Good programing skills for SQL and Visual Basic.
  • Good understanding of data platforms (Rstudio, Azure, AWS)
  • Knowledgeable about different data storage structures
  • Experienced sourcing and using 3rd party data (Experian, call credit, ONS, electoral register, etc.)
  • Excellent Excel skills (e.g. macros), Qgis, PowerBI
  • Picks up new analytics software/ programming language required
  • Expert spreadsheet model developer
  • Experienced dashboard development & data visualisation
  • Expert at descriptive statistics correlations and multiple regression
  • Experience using CHAID, GIS, linear programming, cluster analysis
  • Understanding of Neural Nets, finite mixture models, machine learning and AI

To apply for this role please follow the link below or send your CV to Callum.Thomas@Capita.co.uk . Alternatively, call me on 07731346028 for further detail

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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