VOC Insight Lead Full-time Job4 months ago - - London - 19 views
At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over seven million GCSEs and A-levels each year and it’s our people who make this happen. Take the next step in your career now, scroll down to read the full role description and make your application. Voice of the Customer Insights Lead Permanent Salary Manchester: £37,000 - £43,000 per year London: £38,500 - £44,500 per year Are you looking to build a brand new role from the ground up? Do you have the vision and drive to grow and develop a customer insights team that will directly improve customer experience ? You will have a real tangible impact in shaping the future of thousands of teachers and students across the whole of the UK. Reporting into the Head of Customer Experience as the Voice of the Customer (VOC) Insight Lead , your role will be to ensure the voice of the customer is understood and heard. The primary purpose of this role is to produce and manage vital customer data and insight to generate compelling conclusions ensuring the organisation has a rich understanding of our current customer experience performance and the areas where we need to improve. Positioned within Customer and Sales, the Customer Experience team works across all areas of the organisation providing insights, guidance and supporting improvement efforts to ensure our customers are kept front and centre in everything we do. Joining the Customer Experience team will provide you the opportunity to see everything teachers experience as customers of AQA, and be part of the team that drives the organisation to make the necessary changes to improve the services and support we offer our customers that differentiate us as an awarding organisation. Your proven ability to drive through key analysis and insights , examine solutions and influence stakeholders from infancy to implementation will be key to the success of this role. What’s in it for you? Building a role from the ground up with curiosity, autonomy and a continuous improvement mindset You will be a part of a really supportive network of people who put customers front and centre whilst being given on the job, technical and eLearning training. Access to an incredibly generous contributory pension (if you contribute 7%, AQA will put in 11.5% giving 18.5% towards your pension). 25 days annual leave rising to 30 with services and an additional 4 days over the festive period each year. No two days the same. The autonomy and responsibility to set your workload against alongside your customers’ needs and priorities What next? Well you have read this far so you must be somewhat interested, so even if you don't feel you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in AQA's purpose and can contribute to our team in a variety of ways, not just candidates who check all the boxes. We are looking at holding interviews over Teams and via a one stage process. We will be reviewing applications as they come through and reserve the right to close the role early when we find the right person for the role. Every application will receive a response. PRO22 #LI-Hybrid Recruitment Agencies We have a preferred supplier list (PSL) in place. Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees. Full Job Description Summary AQA is much more than just an awarding organisation, our purpose is to advance education by enabling teachers and students to realise their potential. Our purpose is the reason AQA exists - we're here to make a positive difference in the world by bringing out the best in teachers and students. The Customer Experience team works across all areas of the organisation providing insights, guidance and supporting improvement efforts to ensure our customers are kept front and centre in everything we do. Joining the Customer Experience team will provide you the opportunity to see everything teachers experience as customers of AQA, and be part of the team that drives the organisation to make the necessary changes to improve the services and support we offer our customers that differentiate us as an awarding organisation. As the Customer Insight Lead, your role will be to ensure the voice of the customer is understood and heard. The primary purpose of this role is to produce and manage vital customer data and insight to generate compelling conclusions ensuring the organisation has a rich understanding of our current customer experience performance and the areas where we need to improve.Landscape: Accountable for insight production, you will work closely with the Product, Marketing and the Customer and Sales teams to develop actionable customer insight. The role holder will be involved in developing customer insight and be able to package and communicate this in a way that drives action. This includes being able to effectively present findings, applying appropriate techniques to influence cross directorate stakeholders ensuring the information is understood and acted upon. The candidate should live and breathe customer and have a strong understanding of how to leverage existing customer understanding, feedback tools and methods as well as data analytics and insight techniques to solve organisation problems. Activities: To develop and manage AQA’s Voice of the Customer programme, delivering both regular reporting across the organisation and actionable insights in order to drive CX improvements and support broader business decision making. To expand the coverage of the existing VoC ecosystem, incorporating new areas of the business, customer types and journeys. Developing a detailed understanding of the customer data held, working with internal teams to mobilise this into a survey trigger. Design, build and launch surveys from inception, to building them in Microsoft Customer Voice (or other application), to mapping and merging the survey data with existing survey data, and designing the dashboard and insight reporting. Manage and oversee our customer feedback management solution ensuring we receive accurate, relevant and timely real time insight in relation to Customer Experience performance across our organisation. To collate, analyse, interpret and deliver timely and accurate customer experience dashboards and reporting, along with inputs for appropriate senior stakeholder meetings. To report and measure our Customer metrics, using insights to assist the team with action planning and drive improvement across these metric’s. To undertake bespoke customer research, utilising our customer network in order to understand customer views and perceptions of AQA’s services, products and support offering in order to identify improvements. To help define the drivers of dissatisfaction, effort and the moments of delight for our customers. To help embed a customer-centric culture across the organisation and champion the customer so we continuously put them at the heart of our activities. Develop and deliver robust governance and controls in relation to how we manage our research & insight capabilities, ensuring a broad and balanced view. This is to include reconciling data inconsistencies. Acting as a senior team member within Customer Experience in accordance with AQA’s standards for performance management and development to deliver against the Customer Experience teams business objectives and overall Customer & Sales strategy. Provide leadership to direct reports, setting priorities and allocating resources and supporting individual and team growth to establish a strong high performance culture. To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in AQA’s operational risk Need to know (to be successful in this role, you will need to know): Committed to putting customers at the heart of your thinking and decision making – A customers front and centre mindset is essential. Passionate about understanding the customer. Passionate about delivering the right CX and outcomes for customers. An analytical mind-set will be essential. Delivery focussed with a logical approach to problem solving and prioritisation. A creative attitude whilst focused on pragmatic solutions. Passionate about customer outcomes and creating the environment for them to be delivered. Good relationship management skills with the ability to manage stakeholders on multiple levels. Flexible and fast learning with the ability to learn and become skilled in the use of a range of digital tools. Clear communication skills. A background in either CX, research, analytics, or continuous improvement would be advantageous.