Customer Insights Lead
Deliver customer insights activities through data-driven approaches, focusing on monitoring, measuring, and analyzing customer behavior.
Enhance customer insights reporting by developing real-time dashboards and managing the delivery of the customer insights strategy.
* Develop and implement surveys (Touchpoint, Pulse, and Targeted) to collect customer feedback and sentiment.
* Analyze customer data to identify trends and inform strategic decision-making.
Maintain survey tools and contracts, ensuring effective management and procurement.
Identify opportunities for process improvements in customer experience, service, and satisfaction.
Key Responsibilities:
* Lead written material development, including reports, papers, and corporate documentation.
* Prepare executive, group, and team reports on customer insights.
* Build a positive culture within a small team, promoting collaboration and resource allocation.
Foster strong relationships with stakeholders and maintain effective communication to support section outcomes and strategic goals.
Prioritize a customer-centric approach to achieve results and contribute to a cohesive team environment.