Head of Customer Experience Insight and Optimisation

Job Ref: DJMA32091
Job Title: Head of Customer Experience Insight and Optimisation
Location: Flexible Location with travel to London
Salary: £75-85k dep on skills and experience
Employment Type: Permanent

Working for this fast growth regulated business, this is a pivotal role for an individual to lead on Customer Experience optimisation, designing and developing the customer journey.

In this highly visible role you will be the go to contact for internal and external partner stakeholders.
Owning the customer insight framework, voice of the customer and feedback solutions, you will work cross functionally to launch new products and solutions, whilst identifying pain points within existing customer journey to enhance and optimise the customer experience.

You will require excellent communication skills, and a proven track record delivering customer experience strategy, journey design and detailed insight and CX analysis, with a view to building best in class across both customer experience and service delivery.

For more information or a confidential discussion please contact us, or forward an application CV

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.

MI Analyst

Job Ref: DJPF32106
Job Title: MI Analyst
Location: North West with home working
Salary: up to £32,000 per annum + benefits
Employment Type: Permanent

An exciting opportunity has arisen for an MI Analyst to join a fast-paced and evolving business who are going through extensive change and innovation. As an MI Analyst you will have the responsibility to innovate, create and develop high quality new MI in the form of reports, dashboards and businesses intelligence.

Responsibilities:
• Accountable for developing suites of key MI reports, dashboards and business intelligence
• Accountable for key interactions with Senior Operations from a stakeholder and service review
• Accountable for Developing reporting into automated formats using SQL, Power BI, VBA and Advanced Excel
• You will work with other departments to analyse customer behaviour and campaign performance, providing insight to inform business decision making
• Lead on implementation of reporting standardisation projects
• Provide a consultative approach to assessing and delivering MI solutions throughout the business
• Ensuring we’re using the latest industry best practices to improve/update our methodologies

You will ideally have:

• Experience with SQL queries
• Experience with VBA and Microsoft Excel (advanced)
• Experience with data Visualisation Tools (PowerBI Advantageous)
• Ability to operate and work at Advanced level report writing
• Experience of Stakeholder Management at a senior level

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.
Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.

Senior MI Analyst

Job Ref: DJPF32105
Job Title: Senior MI Analyst
Location: North West with home working
Salary: up to £35,000 per annum + benefits
Employment Type: Permanent

An exciting opportunity has arisen for a Senior MI Analyst to join a fast-paced and evolving business who are going through extensive change and innovation. As a Lead/Senior MI Analyst you will have responsibility to innovate, create and develop high quality new MI in the form of reports, dashboards and businesses intelligence.

Responsibilities:
• Accountable developing suites of key MI reports, dashboards and business intelligence
• Accountable for key interactions with Senior Operations from a stakeholder and service review
• Accountable for Developing reporting into automated formats using SQL, Power BI, VBA and Advanced Excel
• You will work with other departments to analyse customer behaviour and campaign performance, providing insight to inform business decision making
• Lead on implementation of reporting standardisation projects
• Provide a consultative approach to assessing and delivering MI solutions throughout the business
• Ensuring we’re using the latest industry best practices to improve/update our methodologies

You will ideally have:

• Experience with SQL queries
• Experience with VBA and Microsoft Excel (advanced)
• Experience with data Visualisation Tools (PowerBI Advantageous)
• Ability to operate and work at Advanced level report writing
• Experience of Stakeholder Management at a senior level

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.

MI Support Analyst

Job Ref: DJPF32104
Job Title: MI Support Analyst
Location: North West with home working
Salary: up to £26,000 per annum + benefits
Employment Type: Permanent

An exciting opportunity has arisen for an MI support Analyst to join a fast-paced and evolving business who are going through extensive change and innovation. As an MI Analyst you will have the responsibility to innovate, create and develop high quality new MI in the form of reports, dashboards and businesses intelligence.

Responsibilities:
• Accountable developing suites of key MI reports, dashboards and business intelligence
• Accountable for key interactions with Senior Operations from a stakeholder and service review
• Accountable for Developing reporting into automated formats using SQL, Power BI, VBA and Advanced Excel
• You will work with other departments to analyse customer behaviour and campaign performance, providing insight to inform business decision making
• Lead on implementation of reporting standardisation projects
• Provide a consultative approach to assessing and delivering MI solutions throughout the business
• Ensuring we’re using the latest industry best practices to improve/update our methodologies

You will ideally have:

• Microsoft Excel (advanced)
• Reporting experience
• Ability to operate and work at Advanced level report writing
• Experience of Stakeholder Management at a senior level

We invite applications from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.

Capacity Planning Analyst

Job Ref: DJPF32100
Job Title: Capacity Planning Analyst
Location: North West with home working
Salary: up to £38,000 per annum + benefits
Employment Type: Permanent

An exciting opportunity has arisen for a Resource Planning Analyst to join a fast-paced and evolving business who are going through extensive change and innovation. You will be pivotal in the efficient running of the business by employing planning methodologies to create an optimal fit of resource to workload demands for both front and back office environments.
You will be required to develop and maintain multi-channel capacity planning model(s) that support current and future business needs.

Working as part of the Planning team, you will be required to:
• Develop, populate and maintain a detailed short and medium planning model (Capacity Plan) for Operations, ensuring plans, forecasts and schedules
• Ensure all supply and demand drivers are captured and incorporated into the Capacity Plan
• Develop recruitment, training and attrition plans through the Capacity Planning process,
• Constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Enquiries teams and maximising agent satisfaction by providing flexible options.
• Monitoring of month on month performance and updating of capacity planners with works volumes
• Managing medium term planning recommendations such as calculating overtime requirements, producing service level recovery plans

You will ideally have:
• A track-record & passion for data and interpretation, motivated by continuous improvement
• Strong communication and organisation skills
• Advanced Excel skills
• Experience in data analysis roles with experience in demand and capacity planning
• Experience with forecasting and quantitative modelling and scenario analysis
• Experience of working with WFM tools

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.
Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.

This is not a job alert

You may have realised from the title but this is not a job alert….

We wanted to let you know that we are putting together various news and help articles which you can sign up for here

 

 

One of the articles we will be sharing is also one of the most popular questions and areas of advice we get asked on a daily basis.  What do you think about my CV, or any top tips on my CV?

We asked Nicola Callan, Career Coach from HR Boost for her thoughts and Nicola kindly wrote an article for Douglas Jackson and our community on Top Tips for CV writing.  If you follow the article and need a sounding board, then do let us know.  There is a short video, which can be viewed here.

 

 

The full post will be on it’s way to this week if you sign up here.

If you have a subject or would like some help and advice at this time, then please do contact us on 0345 620 9720, or mail@douglas-jackson.com

Hoping everyone is safe and well.  Speak soon.

TeamDJ