Customer Insights Manager (12 months)

Our client is looking for a 12 month contractor - Customer Insights Manager

The purpose of the role is centred around understanding what drives customer behaviour and in doing so help to improve these experiences and interactions. The successful candidate will deliver both strategic and tactical insights to the organisation to bring about improvements in customer service satisfaction and the overall efficiency of our services.

Client Details

A leader in their field

Description

Designs and executes quantitative and qualitative research for & with customers applying government standards & ethics
Undertakes secondary/desk research when identified as needed
Manages customer satisfaction KPI, capturing and delivering insights
Management of Customer Insight Hub
Collaboration across directorates to develop strategies to ensure customer is always considered
Work across directorates to understand customer journey touch points
Ensures compliance with data protection legislation
Clearly and confidently communicates research findings to colleagues, stakeholders and senior staff
Works with corporate functions, such as procurement, when required
Has excellent communication and presentation skills with proven internal and external stakeholder management abilitiesProfile

• We are a welcoming and inclusive community that functions on supportive practices such as Agile Coaches, Business Analysts, UX specialists and more.
  
• We offer a stimulating working environment and strongly believe that a diverse team is crucial to achieving our mission!
  
• Our team is ambitious, acts with integrity and demonstrates commitment to progress and impact. We nurture talent and reward success.
  
• We work in an agile way, which is applied across the whole organisation.
  
• RoS offers a generous annual leave entitlement. Starting with 26 days of holiday plus 12 days bank holidays (for a total of 38 days). We reward your commitment to us by increasing annual leave by +1 day per year, for up to +4 additional days on your entitlement, bringing your allowance to 42 days.
  
• We operate a 35-hour working week and offer flexible working arrangements (up to 30 hours flexi per month).
  
• We offer office locations in Edinburgh & Glasgow and currently offer a hybrid working model, having established we can successfully work remotely.
  
  As part of the reward package, you will get access to:
  
• Civil Service pension at circa 29% contribution on the employer side.
  
• Service benefits, cycle to work scheme, discounted dental insurance, £100 eye care vouchers subsidised gym memberships, childcare vouchers, buying and selling annual leave, retail discounts and more!
  
• Family friendly leave policies (Maternity at *1-year full pay, Paternity Leave/Shared parental Leave/Special Leave & more) *after 1 year of continuous service.
  
• We offer continuous training and development opportunities, including being able to attend industry events.
  
• A generous salary range with pay progression arrangements is in place.
  
• You will have access to external counselling and external advice.
  
• We are a Disability Confident employer.
  
• We hold all three Investors in People awards: We Invest in People at Gold, We Invest in Wellbeing at Gold and Investors in Young People at Silver.
  
• We monitor equal opportunities and offer support where needed.
  
  Job Offer
  
  A high competitive package