Research Director, Quant - Customer Experience
Influential role at the heart of our client’s relationship with one of the world’s largest digital communications companies. You will be central to their long standing, fully fledged customer experience programme across their two market leading brands, incorporating real time feedback across key touchpoints and customer journeys, integrated with customer behavioural and operational data. The bar is already set high as you will be partnering with a client that enjoys the highest customer satisfaction for any mobile provider and you will be passionate about maintaining and enhancing this highly successful relationship.
So much more than running a customer satisfaction tracker, this role is at the consultancy end of customer experience intelligence, working in partnership with the research, analytics and customer experience management client teams, providing an ‘outside in’ perspective. Whilst most tracking looks back in time, this is all about looking forward. They look at linkages between different metrics to build indicators, they advise on what to do and talk about what impact it should have on the tracker in the future.
An excellent client manager, you will lead on how the work is approached and turn it into a narrative, joining up multiple data sources to help the client identify opportunities to improve customer experiences. You will be supported by a high performing team who you will enjoy coaching and motivating so individuals fulfil their potential. Some ad hoc spin off work is in place and the expansion of this could be an area you are keen to explore. Telco sector experience is not essential, more important will be your strong customer research experience and an understanding of its integration with behavioural data desirable. This is a destination consultancy for those looking to give their career a boost and who are keen to focus on clients and delivering work that edges ahead of the pack. Lots of talent exists in the business to make this a learning challenge as well as a commercial one.