Data-Driven Customer Experience Strategist
2 meses atrás
Seamless shopping experiences for 29 million international shoppers generate €22.9 billion revenue for our client, a global strategic technology and payments partner.
Integrating with 300,000 point of sale systems across 50 countries, they serve luxury retailers like Harrods, Selfridges, and Apple.
Their products include tax-free shopping, smart data and intelligence, marketing and sales, POS technology, and payment solutions.
Role Overview:
The Customer Insights Manager drives best-in-class customer experiences across all touchpoints by working with internal and external stakeholders.
This role involves reviewing, governing, and proposing improvements across digital and physical customer touchpoints, gathering insights & feedback directly from customers, and applying learnings to improve products and services.
Responsibilities:
- Develop an understanding of customer needs and expectations through research & insights
- Propose improvements in collaboration with global teams
- Work with cross-functional teams to develop research briefs that include hypothesis and research objectives
- Lead both quant and qual research projects, interpreting research findings to inform decision-making processes
- Collaborate with Product, Analytics, Marketing, and Commercial teams to identify and address customer pain points
- Define targets for experience metrics
- Develop customer experience insights and create a single customer view
- Support Product teams in applying the insights to improve CX in active projects, supporting with the prioritisation of CX-related projects and opportunities based on need, maturity and strategic relevance
- Remain current on emerging customer trends, anticipating future needs and developing these into actionable recommendations
- Owning customer feedback programmes and ensure thorough strategic reporting and insights to ExCo members
- Develop the customer experience framework with the goal of informing business decision making and enabling customer-centricity to drive loyalty, satisfaction, and business performance
Requirements:
To succeed as a Customer Insights Manager, you should have:
- Experience in a Customer Insights role within a well-known (international) consumer organisation
- Advanced knowledge of research methodologies (quant and / or qual) and experience planning, briefing, and analysing research projects
- A passion for CX and the natural ability to empathise with users and understand their motivations and pain points
- Proven experience introducing best practice in CX insights into a developing CX function
- An analytical mindset, with the ability to make data-driven decisions and deliver structured reporting to senior stakeholders
- Led and influenced business teams to ensure buy-in into Customer Insights and data that leads to positive and measurable improvements in CX
Match Digitalspecialises in connecting talented individuals with businesses in the digital, tech, media and marcomms industries.
Estimated Salary: €65,000 - €75,000 + 10% bonus + benefits
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