Customer Insight Executive: Hybrid & Voice of the Customer

BUUK Infrastructure; Woolpit; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

33 days holiday including bank hols

Company pension contributions up to 10

Hybrid working for eligible roles

Referral payment £1000 (net of tax)

Job summary

BUUK Infrastructure in Woolpit is looking for a Customer Insight Executive to support our voice of the customer programme. You will gather customer feedback via surveys, forums and interviews, and serve as a key user of the voice of the customer platform, creating and evolving surveys across BUUK brands.

Working with the CX Analysts, you will develop the survey programme aligned with customer journeys, ensuring brand guidelines are met and turning feedback into actionable improvements.

Qualifications

• GCSE Maths and English.
• Knowledge of undertaking customer surveys.
• Experience talking to customers over the phone and face-to-face.

Responsibilities

• Using a range of different mechanisms, including surveys, focus groups, interviews and forums you will gather critical customer feedback that can be used to inform business decision making.
• Act as the ‘voice of the customer’ ensuring targeted questioning provides feedback that is actionable and identifies areas where improvements can be made.
• Using feedback and working with closely with the broader Customer Experience Team to develop the survey programme to include questioning that provides useful and interesting feedback across customer journeys.
• Responsible for data collection of all transactional activity that needs to be monitored and continually assessed.
• Create and design surveys within the voice of the customer platform ensuring meet brand specific marketing guidelines and are suitable for customers to use encourage user participation.
• Work collaboratively as part of the wider Customer Experience Team to ensure positive customer experience is being realised at all times and growth of the programme with new and evolving surveys which align with current needs.

Job description

BUUK Infrastructure in Woolpit is looking for a Customer Insight Executive to support our voice of the customer programme. You will gather customer feedback via surveys, forums and interviews, and serve as a key user of the voice of the customer platform, creating and evolving surveys across BUUK brands.

Working with the CX Analysts, you will develop the survey programme aligned with customer journeys, ensuring brand guidelines are met and turning feedback into actionable improvements.