Head Of Insight & Contact Centre

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

More about the role

Role Purpose:

The Head of Customer Insight & Customer Service will guide and influence the business to deliver customer centric plans that improve short and long term growth. They will use best in class customer & market data analytics as well as research to paint a true picture of our customers’ behaviour and sentiment towards Morrisons. They will use this to drive improvements for customers and the business. The role also had end to end ownership of our customer contact centres; ensuring that service levels are met as well as transforming the operations to significantly reduce costs.

Accountabilities:

Customer

• Deliver strong operational performance across our customer contact centres
• Reduce contact centre demand by resolving customer problems with stakeholders across the business
• Transform our 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 a regular drumbeat of insight, both at a strategic level and at a tactical level through weekly customer updates
• Lead a closer to customer programme for the business, including customer roundtables with our exec and leadership teams

Colleague

• 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.

Operational

• Deliver agreed service levels (including PCA, Satisfaction and FCR)
• Manage Concentrix contract; which includes a significant transformation requirement
• Manage Worldpanel and Nielsen contracts

Sales, Profit and Cash

• 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

More about you

Skills

• Ability to shape strategies using multiple sources of data / insight to build credible recommendations and solutions
• Strong influencing skills and executive presence
• Call centre management expertise; ideally with contact centre transformation experience
• Ability to coach and guide a team
• Evaluate business activity (including promotions, pricing, marketing and events) and propose solutions that meet customer and business needs
• Align cross-functional teams
• Present insights and briefs clearly and compellingly.
• Manage budgets
• Deliver under high pressure and ambiguity

Knowledge

• Strong understanding of latest research approaches and customer service AI solutions
• Highly numerate with a proven ability to solve complex problems through creative thinking and an analytical skill set
• A strong understanding of: Category insight and ranging, Customer data analytics, Market data, experience tracking
• A strong understanding of contact centre operations
• A good understanding of financial metrics
• Data sources - brand metrics, customer tracking, MoreViu, Worldpanel, Nielsen

Experience

• Proven track record in a senior insight or customer service role within a retail, shopper marketing or FMCG environment
• Management of a large team
• Experience in customer service transformation (ideally with contact centre specific experience)
• Experience in leading and managing projects to improve processes and deliver results
• Experience in operating with and influencing senior leadership and executive teams

More about our perks

In return for all your hard work, you will receive:

• 15% discount in store from the day you join us
• Additional 10% discount card for a friend or family member
• Annual bonus scheme
• Career progression and development opportunities
• Generous holiday entitlement
• Market leading pension scheme and life assurance
• Healthcare benefits including Aviva Digital GP
• ‘MyPerks’ giving you discount with over 850 retailers
• Free parking onsite
• Car Allowance
• Enhanced Family, Maternity and Paternity Leave
• Private Healthcare

Alive with activity, our modern Head Office is home to our corporate teams that make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, Morrisons Daily and a subsidised restaurant. We are within commuting distance of Leeds, Manchester and the Yorkshire Dales - and we even have free parking!

At our Head Office you will expect to find supplier showcases, charity fundraising and celebrations all year round for the events that mean the most to our colleagues.

There’s more to our business as it’s fast paced and ever changing, as such we’ve got lots of fresh opportunities for you to play your part in our success. We’d love to meet you!

At Morrisons, we’re proud to be building a team that reflects the diversity of the communities we serve. We want every colleague to feel respected, supported and able to be themselves at work. Different voices, experiences and ways of thinking help us grow and improve and that’s good for our customers too. We’re always looking for people from all walks of life to join us and bring their talents to our team. Together, we can build a workplace where everyone has the chance to thrive, make a difference and belong.