Customer Experience Lead

Job Description

CUSTOMER EXPERIENCE LEADWEST LONDON (HYBRID)£50,000-£60,000 + BONUS + BENEFITSOverviewHarnham is working exclusively with a well-known British Airline on a Lead Insight Consultant role. You will help provide high quality and cost-effective market research and insight to ensure decisions made by internal clients are informed by an accurateunderstanding of market, customer, consumer, and employees.The roleYou will:

• Define, develop & deliver insight solutions/recommendations including real time solutions that meet the needs of both internal customers and the business
• Manages internal stakeholder relationships, translating complex business objectives into market research and insight objectives, and ensuring that these are then effectively met via the use of existing resources (i.e. insight and secondary research), analysisof existing data sources or through commissioning new research and insight projects
• Manages relationships with leading-edge Market Research agencies; maximizing the value that external agencies bring, and ensuring all projects are delivered on time and to budget
• Proactively & reactively synthesizes a broad range of data sources including operational, behavioural and social media to produce causal analysis, recommendations and insight, which result in decision making and/or business growth
• Supports the innovation pipeline through identifying customer needs, supporting the creation of concepts, and measures and evaluates their impact
• Support customer planning with stakeholders through the provision of insight and supports development of customer plans across company
• Provides analytical support to inform the prioritization of investment decisions and business cases, forecasting the potential impact and setting targets, based on a knowledge and analysis of customer needs and drivers of Likelihood to Recommend (NPS) andthen monitors the performance of investment outcomes
• Provides internal client areas with guidance on data usage and application
• Identifies better ways of working, benchmarking best practice and championing appropriate change in the context of research and insight
• To take a consultative role in identifying client information needs and business plan ensuring that these are effectively met via the use of existing resources (i.e. analysis, insight and secondary research), Research agency partners and/or through thecommissioning of new resources/Research agency partners
• Deliver research programmes measuring all elements of the customer experience including all touch points and develops these programmes talking into account new best practice and other opportunities. This includes: Customer Satisfaction (across all touchpoints), Competitor Position, Global Brand & Communications, Reputation, Loyalty, Product and proposition development , Future and broader consumer trends

The experienceYou dont have to tick all the following boxes but wed love to hear from you if you have any of the following experience:

• Experience working with external market research agencies/consultancies/clients
• Sound commercial and business understanding, including market and competitor awareness
• Experience conducting multi-national projects
• Experience in Market Research - both agency and client experience and experience using market research data and managing external insight suppliers
• Knowledge of market research methodologies and including qual and quant
• Working knowledge of statistical techniques that can applied to data set
• Comfortable with data analysis tools including social and text analytics
• Understands what drivers customer behaviour
• Comfortable presenting all types of information
• Strong internal influencing, negotiation and consultancy skills - with stakeholder management to senior level
• PowerPoint & Excel

The benefitsYou will receive:

• Between £50,000-£60,000 per annum
• Bonus
• Benefits
• Discounts
• And more!

How to applyPlease apply by submitting your CV to Emma Johnson at Harnham

Keyskills :
CSATproductconsultantconsumerloyaltycustomer satisfactionaviationNPSresearch managerassociate directorconsumer insightpositioningreputationnet promotor score