Customer Insight and Experience Management Lead

Job Summary

• To lead the systematic collection, analysis and use of customer insight to improve experiences across BrandCo's ecommerce, contact-centre and retail-store journeys. The role translates Voice of Customer and operational data into clear priorities, governs customer journeys and experience standards, and mobilises cross-functional teams to eliminate root causes, strengthen loyalty and deliver measurable customer and business outcomes.

Job Details

Voice of Customer and Research Management

• Develop and manage an enterprise Voice of Customer programme covering CSAT, NPS, Customer Effort Score, complaints, reviews, social media feedback, surveys, interviews and other approved listening channels across ecommerce, wholesale and retail stores.
• Define research objectives, methodologies, sampling, questionnaires and reporting standards for customer studies and experience assessments.
• Integrate solicited and unsolicited feedback to provide a reliable view of customer needs, expectations, sentiment and emerging trends and risks.
• Maintain a structured customer insight repository and ensure findings are accessible, current and traceable to supporting evidence.

Customer Analytics and Insight Reporting

• Analyse customer feedback alongside contact drivers, complaints, sales, returns, refunds, fulfilment, digital behaviour, loyalty and store-performance data.
• Segment findings by brand, customer group, channel, product, store, location and journey stage to identify patterns, pain points and opportunities.
• Produce recurring dashboards, executive reports and insight narratives that explain what is happening, why it matters and the action required.
• Establish baselines and measure the customer, operational and commercial impact of implemented improvements.
• Provide customer evidence for product, campaign, policy, technology and operational decisions, ensuring the customer perspective is represented early.
• Present recommendations to leadership and influence accountability across departments without relying on direct reporting relationships.

Journey and Experience Management

• Own and maintain end-to-end customer journey maps across discovery, purchase, payment, delivery, store pickup, returns, exchanges, refunds, loyalty and after-sales support.
• Identify moments that matter, failure points and cross-channel inconsistencies; define target-state journeys and prioritised improvement roadmaps.
• Partner with process owners to design customer-centred policies, service blueprints, SOPs, communications and recovery standards.
• Govern customer experience standards across contact-centre, digital and physical-store touchpoints, including store experience audits and follow-through on gaps.

Root-Cause Resolution and Continuous Improvement

• Lead root-cause analysis of recurring complaints and operational failures affecting refunds, delivery, stock confirmation, returns, exchanges and store pickup.
• Convert insight into clear recommendations, business cases and improvement initiatives with owners, milestones, expected benefits and success measures.
• Facilitate cross-functional action reviews, challenge unresolved dependencies and escalate material customer risks or overdue actions through the approved governance structure.
• Track agreed actions to closure and validate that interventions sustainably reduce customer pain points, repeat contacts and avoidable complaints.5.    Data Governance, Tools and Team Leadership
• Ensure customer data is collected, stored, analysed and shared in line with company policy, consent requirements, data-privacy obligations and research ethics.
• Partner with IT, CRM and Data teams to improve data capture, integrations, dashboards, survey tools and closed-loop feedback workflows.
• Lead, coach and quality-check assigned team members or project resources; set priorities and maintain timely, accurate delivery.
• Manage approved research and insight resources responsibly and support vendor selection and performance monitoring where applicable. 

Requirements

Education

• Bachelor's degree or HND in Business Administration, Marketing, Statistics, Economics, Social Sciences, Data Analytics or a related discipline.
• A relevant postgraduate qualification or certification in Customer Experience, market research, analytics, customer journey mapping or process improvement is an advantage.

https://latcgroup.seamlesshiring.com/job/view/10970#/

• Minimum of seven years' relevant experience in customer experience, customer insight, market research, service design or continuous improvement; at least three years should involve leading projects, people or cross-functional workstreams within customer experience.
• Demonstrated experience building Voice of Customer programmes, analysing qualitative and quantitative data, mapping journeys and translating insight into implemented improvements.
• Strong working knowledge of survey design, research methods, dashboarding, data visualisation, root-cause analysis and experience metrics such as CSAT, NPS and Customer Effort Score.
• Advanced proficiency in Microsoft Excel and presentation tools; experience with CRM/helpdesk, survey, business-intelligence or analytics platforms is required. Knowledge of Zoho, Power BI or similar tools is desirable.
• Experience in retail, e-commerce or an omnichannel customer environment is strongly preferred.