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Head of Customer Insights
| Dyddiad hysbysebu: | 25 Mehefin 2024 |
|---|---|
| Cyflog: | £65,262 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 09 Gorffennaf 2024 |
| Lleoliad: | Swindon, Wiltshire |
| Gweithio o bell: | Yn gyfan gwbl o bell |
| Cwmni: | Innovate UK |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | JR3527 |
Crynodeb
Job Purpose:
We're looking for an experienced and strategic Head of Customer Insights to join our team. As the Head of Customer Insights, you'll play a crucial role in helping our organisation, understanding the needs, behaviour, and user experience of our innovators and innovative businesses as well as the effectiveness of our reach and engagement through the positioning of our brand and communications in the ecosystem. Your expertise will guide our decision-making, inspire innovation, and ensure that we always keep our customers at the forefront of our plans.
As Head of Customer Insights, you will play a vital role in putting the customer at the heart of Innovate UK’s product and services portfolio. Reporting into the Director of Product and Portfolio Strategy, you will be working with a talented team of professionals to develop Innovate UK’s current and future products and services into a coherent, robust and future-proofed portfolio to meet the needs of the UK’s diverse range of innovators.
Key Responsibilities and Accountabilities:
Develop and implement a customer insight strategy aligned with IUK’s objectives
Develop a coherent research and data-driven insight programme that supports the understanding of business and innovator needs to support the product development process
Identify new organisational opportunities and improvements based on customer insights and data.
Segment customers and develop targeted strategies to meet and exceed their specific needs
Establish key performance indicators (KPIs) to measure the customer experience of new and existing IUK products and services, provide actionable insights and work with operational and product teams to implement improvements
Work with the head of product development to ensure that customer insights are embedded throughout the product development and review cycle
Foster cross-functional collaboration to integrate customer insights into strategies and initiatives across the organisation
Use the power of storytelling to share insights through presentations, reports, and visualisations
Stay updated with research methodologies and industry best practices for continuous improvement
Manage a team of three with the potential to expand
This is not an exhaustive list and you might be encouraged to undertake any other duties across the wider directorate, commensurate with the Band and level of responsibility of this post, for which the post holder has the key experience and/or training.
Person Specification:
Experience:
Essential -
Experience of developing and implementing customer insight strategies aligned to organisational priorities
Track record in conducting customer research and analysing data to provide actionable insights for strategic decision-making
Track record of identifying new opportunities and enhancing customer experiences based on insights and data
Strong understanding of customer behaviour analysis, segmentation, and targeting to drive effective marketing and customer experience strategies
Experience using Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics
Experience in brand tracking
Experience of having worked within cross-functional teams to align strategies and initiatives with customer insights
Skills:
Data-driven decision-making, using research methodologies and analytics tools to derive meaningful insights
Familiar with qualitative and quantitative research techniques
Expertise in engaging stakeholders and effectively communicating insights to influence decision-making
Proficiency in presenting complex insights clearly and compellingly through various communication channels
Excellent networking and stakeholder management skills
Competencies:
All team members demonstrate compatibility with and capability against our Core Competencies such as:
Thinking and Problem Solving – Stakeholder management – Communication skills – Influencing – Self-awareness/self-management – Strategic awareness – Working with others– Project management
Travel Requirements:
There will a requirement to travel, mostly national, and there is some flexibility in this. Innovate UK staff make extensive use of telepresence tools for meetings to minimise unnecessary travel.
We're looking for an experienced and strategic Head of Customer Insights to join our team. As the Head of Customer Insights, you'll play a crucial role in helping our organisation, understanding the needs, behaviour, and user experience of our innovators and innovative businesses as well as the effectiveness of our reach and engagement through the positioning of our brand and communications in the ecosystem. Your expertise will guide our decision-making, inspire innovation, and ensure that we always keep our customers at the forefront of our plans.
As Head of Customer Insights, you will play a vital role in putting the customer at the heart of Innovate UK’s product and services portfolio. Reporting into the Director of Product and Portfolio Strategy, you will be working with a talented team of professionals to develop Innovate UK’s current and future products and services into a coherent, robust and future-proofed portfolio to meet the needs of the UK’s diverse range of innovators.
Key Responsibilities and Accountabilities:
Develop and implement a customer insight strategy aligned with IUK’s objectives
Develop a coherent research and data-driven insight programme that supports the understanding of business and innovator needs to support the product development process
Identify new organisational opportunities and improvements based on customer insights and data.
Segment customers and develop targeted strategies to meet and exceed their specific needs
Establish key performance indicators (KPIs) to measure the customer experience of new and existing IUK products and services, provide actionable insights and work with operational and product teams to implement improvements
Work with the head of product development to ensure that customer insights are embedded throughout the product development and review cycle
Foster cross-functional collaboration to integrate customer insights into strategies and initiatives across the organisation
Use the power of storytelling to share insights through presentations, reports, and visualisations
Stay updated with research methodologies and industry best practices for continuous improvement
Manage a team of three with the potential to expand
This is not an exhaustive list and you might be encouraged to undertake any other duties across the wider directorate, commensurate with the Band and level of responsibility of this post, for which the post holder has the key experience and/or training.
Person Specification:
Experience:
Essential -
Experience of developing and implementing customer insight strategies aligned to organisational priorities
Track record in conducting customer research and analysing data to provide actionable insights for strategic decision-making
Track record of identifying new opportunities and enhancing customer experiences based on insights and data
Strong understanding of customer behaviour analysis, segmentation, and targeting to drive effective marketing and customer experience strategies
Experience using Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics
Experience in brand tracking
Experience of having worked within cross-functional teams to align strategies and initiatives with customer insights
Skills:
Data-driven decision-making, using research methodologies and analytics tools to derive meaningful insights
Familiar with qualitative and quantitative research techniques
Expertise in engaging stakeholders and effectively communicating insights to influence decision-making
Proficiency in presenting complex insights clearly and compellingly through various communication channels
Excellent networking and stakeholder management skills
Competencies:
All team members demonstrate compatibility with and capability against our Core Competencies such as:
Thinking and Problem Solving – Stakeholder management – Communication skills – Influencing – Self-awareness/self-management – Strategic awareness – Working with others– Project management
Travel Requirements:
There will a requirement to travel, mostly national, and there is some flexibility in this. Innovate UK staff make extensive use of telepresence tools for meetings to minimise unnecessary travel.