This role presents an exciting opportunity to take on a leadership position within our team. As a Senior Manager, Consumer NPS Insights, you will be responsible for leading the delivery and interpretation of Net Promoter Score (NPS) insights throughout our organisation.
About this role
* You will lead the development and implementation of NPS strategies that drive business outcomes and customer satisfaction.
* You will oversee all NPS reporting, including monthly deliverables, ad-hoc requests from stakeholders, deep dives, leadership dashboards and Investor Relations deliverables.
* You will present findings and recommendations to stakeholders in a compelling and structured manner, and facilitate discussions that drive decision-making.
* As a subject matter expert on NPS, advocacy and market share, you will act as a trusted advisor on retail CX insights.
* You will build relationships with key stakeholders across the business, understanding their needs and priorities, and develop tailored solutions to meet these needs.
* You will engage with your peers in the Group Research & Insights team, working collaboratively and drawing on learnings from adjacent insights streams.
* You will manage supplier relationships to ensure all deliverables are aligned with our business objectives, providing high-quality, actionable insights within agreed timelines.
* You will drive continuous improvement with suppliers, including monitoring performance and fostering collaboration to drive continuous improvement.
Key skills and qualifications
* Market research experience with either Agency or Client-side experience, preferably both.
* Proven research project management skills, managing large scale ongoing programs and juggling competing demands.
* Experience in driving customer advocacy or satisfaction, ideally within the Financial Services industry.
* Knowledge in qualitative and quantitative research and data analysis, with a solid understanding of research statistics.
* Ability to synthesise analysis across various sources to produce meaningful insights and guide decision making.
* Comfort and expertise presenting to senior leadership forums.
* Ability to work autonomously with a strong emphasis on attention to detail.
* Demonstrated ability to engage and collaborate effectively with a diverse range of stakeholders, including executive leadership, cross-functional teams, and frontline staff.
* Confident cross-functional stakeholder management and influencing skills.
* Strong work ethic, a curiosity to learn and an eagerness to pursue personal development.
We operate within a dynamic and innovative environment, where we work closely with all parts of the organisation as a trusted partner to enhance and protect our brand and reputation, increase our competitive advantage and deliver customer and business value.