Deputy Director, Customer Insights & Service Process Improvement - JL

APBA TG HUMAN RESOURCE PTE. LTD.; Glasgow; On-site; GBP 65,000 - 85,000; Full time

Job summary

A human resource consultancy firm based in Glasgow seeks an experienced individual to lead customer insights and drive customer experience strategies. This role involves developing actionable recommendations, leading service design, and managing cross-functional teams. A degree in business or a related field is essential, along with significant experience in customer experience and data analytics. The position offers opportunities for leadership development within a collaborative environment.

Qualifications

• 10-12 years of experience in customer experience, market research, or data analytics.
• Professional certifications in Customer Experience Management or Service Design are advantageous.
• Experience in leading high-performing teams.

Responsibilities

• Lead initiatives to gather and analyze customer insights.
• Design and execute a comprehensive CX strategy.
• Manage and allocate budgets for service transformation projects.

Skills

Analytical skills

Leadership

Customer experience strategy

Data analysis

Communication

Education

Bachelor's degree in Business or related field

Tools

Power BI

Python

Tableau

Microsoft Visio

Job description

Responsibilities

1) Lead and Drive Customer Insights

• Develop and execute effective strategies to collect, analyse, and interpret customer insights from various sources—including surveys, feedback tools, and customer interactions.
• Perform detailed analyses of customer feedback, behaviour patterns, and interaction data to uncover trends, identify root causes, and highlight opportunities to improve the customer experience.
• Convert customer insights into actionable recommendations, addressing pain points and experience gaps across critical touchpoints.
• Lead and manage customer insights projects such as Know-Your-Customer segmentation and other related initiatives.
• Communicate findings and insight-based recommendations to internal stakeholders (e.g., programme and service teams) to support data-driven decision-making and the development of improvement plans.
• Work collaboratively with cross-divisional and functional teams to drive process improvements and lead continuous enhancement efforts aimed at optimising service delivery.
• Apply data analytics, machine learning, and automation tools directly to improve the generation and application of customer insights across operations.
• Build and improve reporting dashboards using Power BI and survey platform tools to simplify data visualisation and enhance stakeholder reporting.

2) CX Strategy and Execution of CX Community of Practice

• Design and execute a comprehensive Customer Experience (CX) strategy and roadmap, with clear goals, engagement plans, and actionable initiatives to promote citizen-centricity and drive system-wide adoption of CX principles.
• Define and implement CX standards and governance frameworks to ensure a consistent and high-quality experience across all service touchpoints.
• Lead the implementation of the CX Community of Practice (CoP), collaborating across divisions to build CX capabilities, facilitate engagement, and promote the sharing and scaling of best practices.
• Provide regular progress updates and present at senior CX forums to support strategic prioritisation and informed decision-making through data and insights.
• Roll out organisation-wide change management initiatives to support the adoption of the new CX strategy—addressing change resistance, implementing mitigation plans, and fostering a culture of adaptability, openness, and continuous improvement.

3) Lead and Drive Service Design

• Lead cross-functional teams in the design and implementation of service enhancements using Human-Centred Design (HCD) approaches—from gathering insights and mapping customer journeys to prototyping and delivering solutions for Service Design projects.
• Champion continuous improvement efforts by embedding iterative feedback loops that refine service delivery and respond to evolving needs.
• Leverage customer insights and behavioural data to redesign end-to-end service journeys, ensuring they are intuitive, inclusive, and aligned with citizen needs and expectations.

4) Team Leadership, People Development, and Budget Management

• Provide leadership to cross-functional teams across CX, insights, and service design, fostering a culture of collaboration, innovation, and accountability.
• Build team capabilities through coaching, mentoring, and structured learning initiatives aligned with the organisation’s CX maturity objectives.
• Strategically plan, track, and manage budgets across the CX and service transformation portfolios to ensure optimal resource allocation.
• Oversee procurement and contract management activities, ensuring compliance, achievement of intended outcomes, and strong vendor relationship management for maximum value to the organisation.
• Monitor contract performance and adherence to requirements throughout the entire contract lifecycle.

Requirements

• Bachelor’s degree in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
• Professional certifications in areas such as Customer Experience Management (CXM), Service Design, Agile methodologies, Business Process Reengineering (BPR), Six Sigma, Lean methodologies, or data analytics (e.g., SAS, SPSS, Python) are advantageous.
• At least 10–12 years of progressive experience in customer experience, market research, service management, or data analytics.
• Demonstrated experience in leading and managing high-performing teams.
• Proven ability to develop and execute customer experience strategies.
• Strong analytical and problem-solving capabilities, with proficiency in data analysis, statistical tools, and key driver analysis.
• Hands-on experience in designing and administering customer surveys and conducting customer research.
• Knowledge of survey management systems, customer data management, and data warehousing practices.
• Familiarity with process improvement methodologies such as BPR, Six Sigma, Lean, and techniques like service blueprinting.
• Proficient in data visualisation tools such as Power BI or Tableau, and process mapping software such as Microsoft Visio.

We regret to inform that only shortlisted candidate will be notifed.

Justin Lee
Registration No: R22107715
APBA TG Human Resource Pte Ltd
EA License: 14C7275