Head of Customer Insight & Contact Centre Transformation

Morrisons; Bradford; On-site; GBP 80,000 - 120,000; Full time

Benefits offered by this job

15% discount in store

Annual bonus scheme

Generous holiday entitlement

Market leading pension scheme

Private healthcare

Aviva Digital GP

MyPerks discounts

Job summary

Morrisons Head of Customer Insight & Customer Service is responsible for guiding the business with best-in-class customer data analytics and research to shape customer behavior and sentiment. This role has end-to-end ownership of our customer contact centres, ensuring service levels are met while transforming operations to reduce costs.

Leading a high-performing team, you will influence Directors and stakeholders, delivering insights and strategic plans across customer, sales and market share

Qualifications

• Ability to shape strategies using multiple data sources.
• Strong influencing skills and executive presence.
• Call centre management experience; transformation experience preferred.
• Ability to coach and guide a team.
• Evaluate promotions, pricing, marketing to meet customer and business needs.
• Align cross-functional teams and present insights clearly.
• Experience managing budgets and delivering under pressure.

Responsibilities

• Deliver strong operational performance across customer contact centres.
• Reduce contact centre demand by resolving customer problems with stakeholders across the business.
• Transform contact centres through the adoption of best in class AI tools.
• Ensure customer voice is represented accurately in all major weekly exec meetings and strategic projects.
• Influence Directors and build customer centric plans through regular insight updates.
• Lead a customer programme including customer roundtables with exec and leadership teams.
• Direct and manage workload for the contact centre and insight teams, prioritising projects to align with business needs.
• Build strong working relationships with key senior stakeholders.
• Develop, inspire and lead a high-performing, accountable, and diverse team.
• Build cross-functional relationships to influence delivery against customer, sales and market share targets.
• Deliver agreed service levels (including PCA, Satisfaction and FCR)
• Manage Concentrix contract; which includes a significant transformation requirement
• Manage Worldpanel and Nielsen contracts
• Manage the budget to ensure we deliver value for money
• Reduce the cost required to operate the contact centre considerably over the next three years.

Skills

Strategy development

Influencing senior stakeholders

Call centre management

Team leadership

Data-driven decision making

Cross-functional collaboration

Communication of insights

Budget management

Job description

Morrisons Head of Customer Insight & Customer Service is responsible for guiding the business with best-in-class customer data analytics and research to shape customer behavior and sentiment. This role has end-to-end ownership of our customer contact centres, ensuring service levels are met while transforming operations to reduce costs.

Leading a high-performing team, you will influence Directors and stakeholders, delivering insights and strategic plans across customer, sales and market share