Customer Experience Insights Manager
PM2 Grade
Full Time (37 hours)
Permanent 
Head office- Birmingham city centre

We are recruiting for a Customer Experience Insights Manager who will be responsible in creating & managing effective Customer Experience (CX) insight systems and processes.  They will drive the WMT CX strategy across all relevant internal and external operational and service delivery functions and use data insights to identify effective interventions.   You will ensure the service delivery is optimal and performs above the expectations dictated by agreed performance monitoring regimes and  identify areas of consideration where the CX improvement budget could be deployed effectively thus optimising CX and ROI.

Role responsibilities (See job specification attached for full details)

• To monitor the delivery of the CX performance monitoring regimes to reduce the financial risk and deliver continuous improvement across the organisation, alerting the business as issues emerge.
• Contribute to all areas of business and CX strategy whilst maintaining effective cross functional relationships, supporting the CX Strategy Planning Manager in developing strategy.
• The provision of timely and effective CX measurement and insights to enable timely interventions in order to improve performance and mitigate penalties, driving maximum customer benefits from investment.
• Utilise and interrogate various sources to develop a complete data driven picture of the passenger’s door to door journey.
• Create bespoke pilots and research to enhance the understanding of passengers in specific areas of interest.
• Use technologies such as dashboards and analytics to help the business visualise information and solutions, forecasting to assist drive required changes. Guide business improvements through technical enhancements.
• Jointly manage the Customer Insight & Marketing analyst, ensuring they interrogate data & act accordingly to drive change across the various functions

Experience and knowledge you will bring:

• Experience in analyst roles at a middle management level in service sector.
• Demonstrated record of delivering customer experience initiatives through data
• Proven ability to deliver targets within budget and on time
• Knowledge and understanding of Contractual KPIs and Performance Management Systems
• Capabilities to include strategic thinking, effective communication, planning and execution, analytical thinking, persuasion and negotiation, along with commercial acumen.
• An understanding of Change Management to assist with the delivery of the organisations requirements.
• Experience in Power BI is highly desirable

Benefits:

West Midlands Trains are committed equal opportunities employers and encourage applicants from all backgrounds. As an employer we are dedicated to the recruitment and promotion of all, on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age.  We believe diversity brings strength and is why we treat everyone fairly and assess you for the job based on your merit and skills.

Applications will be considered from internal colleagues with 6 months experience after completion of their probationary period and a full check of absence and disciplinary records.

We reserve the right to withdraw this advert at any time due to high volumes of applications (please submit your application as early as possible to avoid disappointment).