Insight Manager CX Tracking

ENGINEERINGUK; London; Hybrid; GBP 59,000 - 70,000; Full time

Job summary

A leading company in the engineering sector is seeking a Customer Experience Manager to lead a customer Brand tracking program. This hybrid role involves delivering insights to senior stakeholders, managing third-party suppliers, and fostering a high-performing team. Candidates should possess strong analytical skills and extensive experience in customer experience roles within retail or grocery sectors.

Qualifications

• Expertise in CX tracking and strategic insight generation.
• Strong analytical skills with large data sets.
• Experience in customer CX roles within retail or grocery sectors.

Responsibilities

• Lead CX tracking projects and deliver actionable insights.
• Manage agency relationships and ensure project delivery.
• Foster a high-performing team and promote collaboration.

Skills

CX tracking

Analytical skills

Data interpretation

Communication

Leadership

Job description

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About the role

To manage and deliver a best-in-class customer Brand tracking program, monitoring insights and providing recommendations to help Senior stakeholders make better business decisions aligned with the Partnership plan, and delivering an improved customer and Partner experience.

• Expected Salary: Up to £70,000 (dependent on experience)
• Contract type: Permanent
• Working pattern/flexible working: Hybrid role, primarily from home and the London Office, with visits to other locations as needed.

Key Responsibilities:

What you lead

• Lead CX (CSAT) tracking projects, delivering clear, relevant, and actionable insights to stakeholders.
• Define insight objectives for complex projects, ensuring appropriate methodologies are used.

Evangelist for

• Identify richer insight sources and demonstrate innovation using external trends and customer data.
• Champion customer sentiment, focusing on customer-centric planning and educating Partners on tracking methodologies like NPS and CSAT.
• Represent the function internally and externally, showcasing JLP's customer-centric approach.

Responsibilities

• Ensure tracking and insights objectives are clear, agreed, and use suitable methodologies.
• Maintain a timely reporting program accessible via Litehouse or other approved tools.
• Deliver concise insights and recommendations, encouraging stakeholder feedback.
• Collaborate with teams like Customer Care & Loyalty to report comprehensive customer sentiment.
• Prepare Q&A for all insight outputs.

Agency and Partner management

• Ensure timely, within-budget project delivery by partners.
• Manage and challenge third-party suppliers for value, data accuracy, and strategic alignment.
• Conduct post-project reviews to maximize value.

Team management (if applicable)

• Lead a high-performing team, fostering happiness and contribution.
• Hold regular meetings to promote connection and share research insights.

Products and toolkits

• Maintain brand reporting tools and deep dive options.
• Manage the Brand tracking bible for consistency.
• Innovate to build a comprehensive view of customer sentiment, integrating it with transactional data.

Essential skills/experience:

• Expertise in CX tracking, capable of quick reporting and strategic insight generation.
• Strong analytical skills to interpret large data sets and produce actionable recommendations.
• Ability to craft compelling stories from data for senior audiences.
• Experience managing agencies and self-serve programs with measurable improvements.
• Proficiency in various analysis methods, including longitudinal and cluster analysis.
• Extensive experience in customer CX roles within retail or grocery sectors.
• Research background with qualitative and quantitative expertise.
• Leadership experience with direct reports and cross-functional collaboration.
• Active industry networks to bring best practices.
• Excellent communication and visualization skills to bring insights to life.
• Strong commercial acumen and ability to apply insights in a fast-paced environment.

Desirable skills/experience:

• Experience in Purpose-led or employee-owned organizations.
• Experience linking survey and transactional data, supporting SCV development.

Additional notes

Some roles may require pre-employment vetting, including DBS checks and financial probity assessments. Early application is encouraged as vacancies may close early. We support flexible working arrangements, discussed during interviews.

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