We have an exciting opportunity to join the Digital Transformation team as a Manager within the Customer Experience Insight team. You'll lead as a strong contributor to the analytical resources/capability of the team, working closely with different parts of the business, and the Cards team in particular, ensuring the department objectives are achieved efficiently and effectively in alignment to our strategic objectives.
You'll provide subject matter expertise and information to the business, using sound knowledge within Customer Experience, Customer Insight, Data Science, Customer Research, Behavioural Economics, Digital Marketing or UX.
The difference you'll make.
Becoming a Cards CX insight expert by building close working relationships with key internal stakeholders to understand and respond to their debit and credit card related Insight/Research needs
Producing the key insights that drive improvements in the Card's customer experience
Building a strong understanding of the card's customer base and market trends in order to develop and apply appropriate research and insight methodologies.
Supporting the development of a new Cards Customer/Consumer survey using a wide range of Qualitative & Quantitative research techniques
Supporting the implementation of a large scale new NPS research programme via the best-in-class Medallia CX tool
Supporting the NPS survey project stages from Discovery through to Launch and ongoing BAU management
Utilising operational and complaints data to improve the understanding of Card's customer experience
Advanced knowledge and experience of programming languages such as SQL, Base SAS, Spark or Python
In-depth experience of analytics and insight generation
It would also be nice for you to have.
Previous experience working within a customer experience role
Understanding of the 'Cards' business
Ability to articulate in a compelling way with a working knowledge of Agile methodologies
Stakeholder Management at all levels