Customer Strategy & Insight Manager

Job Description

Customer Strategy and Insight ManagerAn exceptional opportunity has arisen to join one of North Wests leading housing associations. With over 2800 properties in our portfolio, The Prima Group is an ambitious, forward thinking, and innovative place to work, and we recently made it into theTop 10 at the National Housing Digital Awards, recognising our success in innovation, technology, and business transformation.Our employees provide excellent services to our customers, delivering on our mission to put customers and communities first. Our Corporate Plan is designed around our customers, setting out our investment in our people, homes, and neighbourhoods. We areon track to meet our ambitious targets to deliver new additional homes, provide new and improved services, deliver significant investment in our existing homes and to grow our commercial services on a profit for social purpose basis.Salary: £38,169 - £43,374 per annum - Depending upon ExperienceContract Type: 10-Month Fixed Term Contract (Maternity Cover)Location: A mixture of remote and office-based working across Liverpool, Sefton and WirralCustomer Strategy and Insight Manager Duties:

• Working with key stakeholders to embed a systematic process of evaluating and improving performance to achieve a culture of customer focus and continuous improvement.
• Plan, implement and co-ordinate continuous improvements to customer experience, understanding operational requirements and technical options to drive improvements to processing work, managing, and driving business critical change.
• Lead on the project management and process mapping services for customer experience across multiple projects to support delivery of operational objectives. Facilitating workshops and presenting to colleagues where required.
• Project manage implementations of system changes and improvements in relation to improving customer experience, including set up, testing and training.
• To work in partnership with all business areas to identify and support the delivery of new business processes to generate efficiencies for the Company and improved user experience. This will include the need to work with business areas to assist them indeveloping their operational strategies in using insight and support from the Customer Experience Team.
• Act as insight champion to influence, supervise, advise, and shape the way the organisation thinks about the value of business insight and data to meet the business and customer demands to inform and proactively shape service provision.
• Be the champion for customer care, setting out the strategy for the team and the business as a whole in how we treat customers and tailor services to deliver a proactive approach.
• Ensure systems in place to collate and analyse customer feedback, engagement, and satisfaction, so this shapes services and delivers on the need to listen and respond to the customer voice.
• Manage the provision of the data analysis and reporting service, through the collation, analysis, interpretation and reporting of key business data, customer insight and benchmarking information to inform decision making across the business.
• Coordinate our approach to data quality, auditing performance data and validating.
• Develop and lead the performance management framework and approach, identifying and analysing key performance indicators and targets.
• Working with stakeholders to ensure that service delivery and operational standards are met, evaluating our effectiveness using performance reports, statutory returns, and benchmarking, setting SMART objectives to assist in achieving quality and value formoney outcomes.
• Support the Executive Team in the development and implementation of the annual business plans, tracking and reporting on progress.
• Lead on development of the Customer Experience Team to help in continuous improvement for customers and on development of the wider Insight Team to further develop analysis services to the business.
• To take an active role in the management team to assist in wider development and leadership throughout the business

Customer Strategy and Insight Manager Requirements:

• Experience of working in an RP, not for profit or public sector organisation.
• Experience of effective delivery of performance management frameworks and benefit realisation techniques.
• Good understanding of best practice in customer services.
• Experience of developing and implementing continuous business improvement projects using Lean Systems Thinking approach or similar to re-engineer and redesign services collaboratively with colleagues.
• Experience of change management and stakeholder engagement.
• Excellent ICT skills and knowledge of housing management system and its design/processes.
• Knowledge of project management practices, e.g., PRINCE2
• Knowledge of customer insight usage and journey mapping methods.
• Knowledge of how projects link together to ensure solutions benefit the company as a whole.
• In-depth knowledge of performance management.
• High level of ability in gathering, analysing, and interpreting information

Desirable:

• Knowledge of the social housing environment and its key operational aims
• Good understanding of QL/Aareon systems
• Demonstrable experience of implementing or using systems to imp