Customer Insight Manager
Sovereign Housing Association Limited
Basingstoke
6d ago

As a leading Housing Association, Sovereign is committed to developing great homes and communities. What we do makes a real difference to people's lives and by joining us you can share the satisfaction of doing something that really matters.

We have an exciting opportunity for an experienced Customer Insight Manager to join our team to help drive our customer centric approach and deliver our new customer strategy.

You'll be based from our new head office in Basingstoke, with plenty of flexibility for a blend of home working as we embrace our hybrid approach.

What you'll be doing

You'll be working closely with the Head of Customer Feedback to develop deep and actionable customer and market insights that can be shared across the organisation to deliver a sector-leading customer experience.

You will be :

  • Using a wide range of techniques and tools to amplify and articulate the voice of the customer to place it at the heart of what we do
  • Working with colleagues across the business to conduct root cause analyses (based on insights, customer feedback and complaints) to identify, quantify and implement process, operational and service improvements that will deliver better outcomes for our customers
  • Horizon scanning and benchmarking, inside and outside the sector, highlighting examples of best practice and identifying opportunities for improvement
  • Championing the value of customer insight across Sovereign : identifying measurable improvements that are driven by insight whilst clearly articulating risks and opportunities
  • Representing the Insight function across a range of forums up to Senior Leadership level to ensure that strategy, decision-making and actions are informed by customer insight
  • Working with stakeholders to support, monitor and measure the effective delivery of insight-driven improvement actions as part of a continuous improvement programme
  • What we need from you

    You'll need to demonstrate previous experience in a similar role, though a housing background is not essential. You'll be able to highlight where you've driven customer insight and improved the customer experience to deliver positive customer outcomes.

    We are looking for someone who :

  • Shows strong analytical skills, has experience of conducting root cause analyses and is comfortable with collating, interpreting and presenting qualitative and quantitative data
  • Is customer focused and has a full understanding of customer journey mapping and how it can be used to deliver better customer outcomes
  • Has previous experience in running surveys, feedback sessions and focus groups and can translate the outputs of these into insight and actions
  • Demonstrates strong skills across MS Excel. Experience in Power BI and GI mapping would be beneficial
  • Is experienced in a range of transactional and relational customer experience approaches
  • Communicates effectively with a range of stakeholders and can present insight and data in a meaningful and engaging way
  • What you'll receive from us

  • £450 flex-pot annually, discounted shopping & cycling scheme
  • 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
  • Company pension scheme matched up to 12%, life cover at 4x your salary
  • Flexible working - we're committed to giving people flexibility as widely as possible
  • Options for private medical insurance, dental insurance & critical illness cover
  • Wide range of training courses available to support your career development
  • It is a really exciting time to be joining Sovereign. If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!

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