In association with

Customer Experience Insight Lead, London

Job Ref: DJAD1071
Job Title: Customer Experience Insight Lead
Location: London – Greater London
Salary: £40,000
Employment Type: Permanent

A thriving business are looking for a Customer Experience Insight Lead to join their CX team based in London, this is a new role within the business so offers huge scope for development. This new role is being created to set up and manage the voice of customer programme (NPS) – enabling the business to measure and understand the customer experience across the entire customer journey.

On a day to day basis the role will involve:

  • Setting up and management of feedback surveys across the customer journey i.e. registrations, claims and renewals/ retention, including complaints and online and offline channels – including non-customers i.e. potential joiners not converting earlier in the journey.
  • Managing stakeholder relationships and understanding varying requirements of stakeholders. Ensuring the Voice of Customer programme enables informed decision making across key touchpoints and journeys
  • Ensure smooth running of the customer surveys, improving and identifying gaps to ensure an automated and real-time customer feedback for existing or new relationships or journeys
  • Setting up and managing comms plan to share the learnings through regular reporting (weekly/ monthly/ quarterly) of customer satisfaction, pain points, or drivers of satisfaction.

In order to be successful, you must have in dept experience of running and developing voice of the customer programmes, analytical skills, good stakeholder management and engagement and ideally experience with systems such as Qualtrics.

To apply for this position please forward a copy of your CV to: or visit us at: 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.

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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.



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