Customer Insight Manager

Job Ref: DJPF1297
Job Title: Customer Insight Manager
Location: East Midlands
Salary: Up to £55,000 + Benefits
Employment Type: Permanent

My client is looking for a Customer Insight Manager to mentor a specialist analytics team that will produce actionable insight that informs executive level decisions across their Customer Operations.

Responsibilities include:
• Gathering and interpreting ever-changing customer interaction and business performance data.
• Extracting key findings from data and translating it into actionable information
• Independently updating and reporting on business performance, improving our regular insights processes (creating high-quality dashboards and data visualisations using Power BI and other tools).
• Presenting insight to senior stakeholders with confidence and clarity.

If you are interested to apply you will need:
• Experience of statistical analytics, data science and predictive/prescriptive insight generation (as distinct from MI/reporting).
• Experience in unstructured data analysis (Speech/Text Analytics) and data modelling are essential,
• A proven track record managing senior stakeholders and delivering actionable insight at this level.
• At least 5yrs of practical, hands-on experience in delivering insight at a senior level.
• An expertise in extracting relevant data from multiple, complex sources coupled with an excellent understanding of Contact Centres and their commercial drivers.
• A broad understanding of typical KPI’s for Customer Centric organisations and their interdependencies.
• A track record of having used statistical models to drive measurable business benefits.
• An expert in Speech and Text analytics tools, data visualisation, SQL, Power BI, Access, Excel & PowerPoint.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Speech Analyst

Job Ref: DJPF1296
Job Title: Speech Analyst
Location North West
Salary: Up to £35,000 + Benefits
Employment Type: 6-month FTC (Temp to Perm opportunity)

My client is looking for a Speech Analyst to play a pivotal role in setting up their customer engagement Analytics Function. This is an exciting opportunity for an experienced speech Analyst who is looking for a new challenge and to make a difference. You will lead the delivery of speech analytics activity by seeking to identify improvement opportunities in customer experience and operational effectiveness, manage and manipulate large datasets and use company voice recording and digital interaction databases to provide first line oversight of controls and processes.

Some of the Responsibilities include:
• Interpret consumer insight and analytics, developing value-adding categories for reporting through targeted call listening, phrase auditing and development to optimised precision and recall rates, and relevant metadata inclusion.
• Working closely with the Decision Science team and all internal stakeholders to identify opportunities for data driven decisions.
• Integrate multiple sources of data in each piece of analysis where appropriate to add value and provide a balanced and complete picture of each subject matter.
• Provide data expertise, offering original perspectives, and challenging conventional views to better align decision making/perceptions with changing business needs.
• Regularly review agent best practice through comparisons between current top and bottom performers, clearly summarising areas of differentiation, and make recommendations to senior management and share results with other areas of the business.
• Creation of engaging visualisations to communicate key findings to both technical and business-focused colleagues and clients.

If you are interested to apply:
• In-depth experience in analysing data, and clearly communication actionable insights to stakeholders.
• Knowledge and understanding of Speech/interaction analytical tools and techniques.
• Excellent communication skills (Verbal, Written, Presentation and group facilitation).
• Ability to use one or more web enabled programming language (SQL, Java, Python, C++, PHP, HTML, etc.).
• Data management disciplines, including consumption of data through Microsoft BI stack and ETL package experience.
• Experience of presenting bespoke reporting and updates to small-medium sized forums of senior stakeholders.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Management Information Analyst (MI Analyst)

Job Ref: DJEM1031
Job Title: Management Information Analyst (MI Analyst)
Location: Manchester
Salary: up to £32,000
Employment Type: Permanent

This is an excellent opportunity for a Management Information Analyst (MI Analyst) to join a fast-growing business based in Manchester. They are looking for an experienced Data Analyst who either has experience using SAS, SQL or that comes from a credit risk background.

Responsibilities include:
• Supporting the development of the credit risk systems
• Challenging the accuracy of the data
• Generating automatic reports
• Processing and Analysing large volumes of data
• Interpretation of retrospective bureau data
• Supporting the management of the groups credit risk
• Generating risk reports using SAS and SQL
• Working closely with stakeholders on the roll out of new products, policy’s and services
• Relationship building with key stakeholders

Experience required:
• Experience in using SAS/SQL
• Ability to analyst large data sets within a financial environment
• Commercial mind set
• Able to adapt to challenges
• Someone that ones from a Credit Risk background or has vast amounts of SAS and SQL experience and knowledge

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Head of Data and Insight

Job Ref: DJEM1030
Job Title: Head of Data and Insight
Location: London
Salary: up to £80,000
Employment Type: Permanent

This is an excellent opportunity for a hybrid candidate to join an exciting organisation based in West London. You will be working with SQL and have experience using Python to manipulate data and draw insights through statistical or machine learning analyses.

Responsibilities include:
• Experience taking commercial issues and using data to deliver insight
• Converting insight into actions
• Experience using data to identify opportunities
• Monitoring web performance
• Improving site performance

Experience required:
• Experience working within a commercial business
• Analysing website traffic
• Advanced SQL
• Python
• Basic A/B test analysis experience
• Ability to analyse data
• Converting data anomalies into opportunities
• Ability to articulate findings to various stakeholders within the business

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.