Head of Customer Insight

Frey Consulting Group; Liverpool; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work

Liverpool base

Job summary

Frey Consulting Group is seeking a data integration leader to unify service-user information for evidence-based decision making across customer operations and the wider business.

You will consolidate data across channels and sources, enabling leaders in finance, operations, and governance to act on a single, coherent picture. The role is hybrid with Liverpool-based presence, and demands translating data insights for residents and regulatory considerations.

Qualifications

• Follow the data to its conclusion, even when inconvenient.
• Able to connect service user data to decisions with a cost or a return.
• Has broken down data silos before, enabling multiple teams to work from a single picture.
• Understands the regulatory pressures shaping social housing and operational implications.
• Comfortable holding data from several sources: digital platforms, calls, visits, surveys.
• Confident presenting findings to people outside the customer function, including residents.

Responsibilities

• Bring together data on service users across channels and turn it into evidence decision-makers can use.
• Break down gaps between data sources so contact, complaints, repairs and surveys read as one picture.
• Work across customer function and wider business: finance, operations, board.
• Sit on the new residents committee and translate evidence for tenant decisions.
• Keep pace with regulatory changes shaping the sector and translate implications for numbers you own.
• Build the case for evidence-driven decisions, not instinct.

Skills

Data integration

Cross-functional collaboration

Regulatory awareness

Silo breaking

Multi-source data handling

Data-driven storytelling

Job description

Senior and executive search across customer operations, CX and contact centres.

Turn data that is rich but siloed into something the whole business can make decisions on.

The organisation holds plenty of rich information on its service users: contact reasons, complaints, repairs history, satisfaction survey results, digital journeys. It sits in separate places and rarely gets used together. This role brings it into one picture and puts it in front of the people making decisions, across the customer function and the wider business.

What you'll do

• Bring together what the organisation holds on service users across every channel, digital and otherwise, and turn it into evidence decision makers can use
• Break down the gaps between data sources, so contact, complaints, repairs and survey data get read as one picture rather than several
• Work across the customer function and the wider business: finance, operations, and the board, not just the team that owns customer experience
• Sit on the new residents committee, bringing evidence into a forum where tenants have a direct say in the decisions that affect them
• Keep pace with the regulatory environment shaping the sector and translate what it means for the numbers you own
• Build the case for a decision on evidence rather than instinct, and hold that line in rooms where the instinct is strong

Our ideal applicant

• Objective. You follow the data to its conclusion even when it is inconvenient
• Commercially minded, able to connect service user data to decisions with a cost or a return attached, not only to satisfaction scores
• Has broken down data silos before, and knows what it takes to get different systems and teams working from the same picture
• Understands the regulatory pressures shaping social housing today, and what they mean operationally, not just for compliance reporting
• Comfortable holding data from several sources at once: digital platforms, phone contact, home visits, complaints, surveys
• An individual contributor by choice, confident presenting findings to people well outside the customer function, including residents themselves

The package

• Hybrid, based in Liverpool a few days a week
• Benefits detail shared on application