Customer Insight Coordinator: Data, Surveys & Dashboards

Allscreens Nationwide Ltd; Swindon; On-site; GBP 36,000 - 39,000; Full time

Job summary

The Government Recruitment Service is seeking a dedicated Customer Insight Project Coordinator in Swindon to drive the customer insight agenda across GPA offices and wider government transformation programmes.

You will design and manage the customer satisfaction database, oversee the CSAT survey pipeline in Qualtrics, and deliver data-driven reports and dashboards for senior stakeholders, ensuring GDPR compliance and cost control.

Responsibilities

• Database Administration: Set up, manage and oversee the Customer Satisfaction database and support the transition of data to platforms like PowerBI.
• Insight management and coordination: Managing the overall customer insights pipeline, including establishing a "front-door" process to manage all data and survey requests for effective planning.
• Customer Insight governance and compliance: The coordinator promotes, and manages the Gatekeeper process (Customer Activity Matrix) to coordinate all survey submissions within the GPA and amongst our RSCPs.
• Data Reporting and Communication: Produce high-quality, timely, and visually engaging reports, dashboards, and presentations based on Customer Insight data and satisfaction surveys.
• Qualtrics expertise: Serve as the GPA's central point of contact for Qualtrics, providing technical advice, troubleshooting support, and managing learning and development for the CI team and other GPA teams to enhance capability.
• Financial management: Manage client costs for Leesman surveys and other Customer Insight activities, ensuring invoices are raised and paid in a timely manner.
• Risk and relationship management: Act as the lead point of contact. Manage potential risk areas, working with risk managers and escalating as appropriate.
• Workplace Experience team support: Support all areas of the Workplace Experience Team so that delivery partners in Customer Experience and Workplace Change use the data and insight in the development of services, tools and practices

Job description

The Government Recruitment Service is seeking a dedicated Customer Insight Project Coordinator in Swindon to drive the customer insight agenda across GPA offices and wider government transformation programmes.

You will design and manage the customer satisfaction database, oversee the CSAT survey pipeline in Qualtrics, and deliver data-driven reports and dashboards for senior stakeholders, ensuring GDPR compliance and cost control.