JOB DESCRIPTION SUMMARY

Provides insightful, high quality complex information, advice and guidance exercising control and tailored to senior stakeholder needs EITHER through managing a small team AND/OR operating as an analytical/research professional.

KEY RESPONSIBILITIES

• Create and maintain regular reporting across all customer journeys, ensuring outputs are accurate, actionable, and accessible via self-serve tools.
• Proactively identify opportunities to improve customer and colleague experience by translating insight into clear recommendations and working with delivery teams to progress these into solutions.
• Lead coaching and capability-building across the team, helping colleagues effectively leverage tools such as Contentsquare and Adobe Analytics to uncover behavioural insights and optimise digital experiences.
• Drive continuous discovery and learning, embedding feedback loops and behavioural insight into product and experience development.
• Collaborate cross-functionally across Product, CJM’s, Analytics and Engineering functions to ensure insight & measurement is embedded in delivery and decisioning.