Customer Insight Executive - London, United Kingdom - Saga

Saga

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Introduction

Customer Insight Executive

Salary £24,000 to £28,000 DOE

Permanent

FT - 35 hours per week

Remote Working
Here at Saga, we create exceptional experiences every day.

From cruises to insurance, personal finance to holidays - we're proud to be the UK's specialist provider of products and services to people over 50.

Our Customer Insight Executives are key to researching and building insight of all customer experience journeys and touch points across the business.

You will be working closely with our Insight Lead to translate, code and analyse customer insight that is collated across dashboards, personal stories, Business Units KPI's and various other data pools.

The Voice of Our Customer is key to our success Therefore, the team is growing We have 2 new vacancies for Customer Insight Executives to join the Research and Insight team.

In this team you will be exposed to working with some of the best MRS professionals, so if you are keen to start or develop your career in market research & insight, Saga would be the best place to do it

Remote/home working Our Research and Insight Team at Saga have a hybrid approach; we have a set meeting once a month in our King Cross - London office with other ad-hoc requirements when necessary. You will need to be within a reasonable commuting distance to travel to one of our Hubs to undertake this role.**Close date - 29th June 2023 / Interviews will be held from w/c 3rd July 2023

Main Responsibilities

Working as a Customer Insight Executive you will be supporting the Customer Experience Research Team with the management and delivery of our Customer Experience Insight Framework.

You will be allocated a Business Unit/s such as travel, cruise, insurance or money to enable you to develop strong stakeholder relationships and pro-actively support your BU with key CX insight.

You will also be responsible for;

Championing the customer voice within your allocated Business Unit
Taking ownership of updating a Business Unit suite of regular insight scorecards. Key responsibilities here include analysis of trends, data interrogation to uncover insights, writing engaging summaries to highlight key themes.
Contributing to management summary reports and deep dives based on key themes/topics of interest.
Responding to ad hoc requests for CX insight from the business; understanding the business challenge, conducting deep dive/diagnostic analysis and delivering any insights in an engaging way that drives action.
Contributing to quarterly management insight reporting.
Working in collaboration with the rest of the insight team to ensure insights are joined up and communicated in a way that engages and drives best action in the business.
Support the CX Team with questionnaire design/reviews and new dashboard developments.
Always working collaboratively with Data and Analytics to create a joined up 360° view of the customer.

We need our Customer Insight Executives to be able to articulate and support the business in answering the 'Big Questions'.

You will be naturally drawn to pursue a career in Research and Insight.

You may have already had some exposure agency or client-side but now feel you are ready to work with a large consumer facing organisation in travel or insurance.

You will be able to examine data and convert this into the story of the customer journey. You will also demonstrate the following skills and experience;

Excellent communication skills (written and verbal).
The ability to understand the business challenge, to write a brief and ensure that it is answered through insight.
Be seen as a trusted advisor and voice of the customer in the business.
Good networking skills: Management of stakeholder relationships to build positive alliances.
Be able to present / storytell the customer experience back to the business and senior leadership teams.
Naturally curious and interested in the voice of the customer.
Can understands the KPI's of the business, can evaluate threats and opportunities for the business.
Demonstrate good project management skills with the ability to manage and prioritise multiple projects and research requests with demanding deadlines.
Be structured and well organised in your approach to work and projects.
Can demonstrate analytical and problemsolving skills with high level of numeracy.
Has attention to detail and accuracy.
Research Skills: Understands approaches and when to use them, statistical techniques, Questionnaire writing skills.
Literate in word, excel and powerpoint.
Knowledge of statistical analysis software
SPSS or Q (desirable).

About The Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK.

The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional