We have an exciting opportunity for a Customer Insight Specialist - Customer Experience to join our Customer Insight Team in Hilmore House. In this role, you will be reporting into the Customer Insight Manager, within the Customer and Marketing Function. 

You will be dedicated to creating insight, primarily utilising customer NPS, satisfaction and complaints data, to inform and influence the business to make decisions that drive customer satisfaction and business growth. 

  This is a fixed term contract opportunity of 12 months.    

Your responsibilities will include:

Report customer satisfaction data weekly and periodically 

Report weekly customer complaints across the business

Analyse customer verbatim to identify key issues and trends 

Listen to customer and stakeholder feedback to help understand the main priorities

Stay up to date on competitor activity

Influence key stakeholders in order to drive improvements for customers

You will bring a passion for putting customers first and championing the voice of the customer across the business. This role is crucial in helping the business to better understand the customer and creating a continuous improvement culture.

Ideally, you will have previous experience in an insight role. You will have autonomy with stakeholders across the business and will be confident in championing the customers needs, in order to drive improvements in NPS and complaints.

Our teams work from our head office in Bradford for three days and remotely for a day and a half, Monday to Friday. This position follows a hybrid model with a 4.5 day working week*