Business Unit: Brand & Marketing
Salary range: £37,600 - £47,000 per annum DOE + red-hot benefits
Location: Hybrid with occasional travel to a hub
Contract type: Permanent
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• Preparing and delivering regular Insight updates at Enterprise, channel, product and journey levels, that focus on what’s most important for customers’ experiences and business success, prioritising efforts on those areas that impact customer experience the most.
• Utilising external Customer Experience benchmarking studies and data to hep the business understand our Customer Experience performance in the context of the wider market and learn from best practice.
• Utilising secondary sources of insight to help the business understand broader market trends that are influencing the needs and experiences of our customers.
• Playing a lead role in scoping, planning, and conducting quantitative and qualitative research projects for a wide range of stakeholders across the organisation
• Representing the voice of the customer at relevant business forums to ensure colleagues understand drivers of customer sentiment and that insight is informing customer experience improvement actions planning.
• Building strong, proactive relationships with colleagues that encourage the embedding of customer insight into day-to-day business decision making
• Managing third party suppliers, ensuring optimal value from relationships and alignment of strategic vision to delivery of the research programme, harnessing best practice techniques and methodologies.
• Embracing VMUK’s Values and Behaviours ensuring all tasks are completed to recognised and expected standards.