Customer Insights Manager

www.findapprenticeship.service.gov.uk - Jobboard; Evesham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading job board in the UK is seeking a Customer Insights Manager to own customer-related reporting metrics and provide insights to enhance operational performance. The role involves collaboration with leadership to forecast contact volumes and support system changes with robust data models. Ideal applicants possess strong analytical skills and experience in customer journey metrics.

Qualifications

• Extensive experience with customer-related reporting metrics.
• Ability to align resource strategy with operational goals.
• Strong capability in developing predictive models.

Responsibilities

• Own and analyze customer metrics, including contact centre metrics.
• Provide performance reports and insights to leadership.
• Collaborate with the Contact Centre Manager on resource strategy.
• Support implementations with data models to validate designs.
• Forecast contact volumes using historical data.

Skills

Hands-on analytical skills

Reporting metrics

Data analysis

Collaboration

Forecasting

Job description

The Customer Insights Manager will bring extensive hands-on experience owning all customer-related reporting metrics, both operationally in the Contact Centre and across the end-to-end customer journey. With advanced analytical and reporting skills, you will bring the Voice of the Customer to life with qualified data, accessible and meaningful for key stakeholders across the business, helping to drive targeted operational change throughout the customer journey.

Responsibilities:

• Own all customer metrics, including contact centre metrics, and develop these to provide valuable insights into customer behaviour and operational performance.
• Provide regular performance reports and data insights to the Head of CX and leadership.
• Collaborate with the Contact Centre Manager to align resource strategy with operational goals.
• Support system implementations and operational changes with robust data models and documentation to validate design and measure impact.
• Forecast contact volumes across channels (calls, emails, chats) using historical data and predictive models that you will develop.