Senior Director. Customer Insight Ref# DB123

  • London
  • £145000 - £155000 per annum
  • Permanent
  • DB123

Holt Executive are currently partnered with a global leading communication which is going through a significant change period within their Commercial and Product Management function.

Our partner is looking for a Senior Director, Customer Insight to lead the development of customer insights and ensuring that external customers and their needs drive strategy, planning, designs and delivery. You will drive effective collation and use of customer needs and data to underpin prioritization, design and evaluation of success of new and existing product and service projects. The key objectives for the Senior Director, Customer Insight is to drive increased customer loyalty, higher propensity to spend and greater customer satisfaction.

Key Responsibilities of the Senior Director, Customer Insight:

  • To develop and mobilise an approach and operating model for gathering and using customer insights.
  • Use the insights in a pragmatic manner to effectively assess current and future customer needs, behaviours and experiences – and incrementally refine and improve the data and usage
  • To ensure all internal sources of customer insight are used and prioritised appropriately – including from sales teams, operations and technology
  • To develop new /source new external customer insight
  • To influence other parts of the organisation to fully utilise insights gained from customer data in developing future corporate, sales, ‘go to market’ & product strategy, product roadmaps, new product related design including service design, commercial offer development, marketing development and sales approaches
  • To represent customer in product related project prioritisation forums – using data to approve/reject ideas and proactively provide options for improving the fit with customer requirements at higher margin
  • Facilitate and support closed loop feedback approaches to continuously learn from and improve customer insight and experiences

Key Skills and Experience required for the Senior Director, Customer Insight:

  • Extensive experience and expertise in leadership and delivery of customer experience analysis and design
  • Business intelligence, data and analytics experience and expertise
  • Telecommunication or IT Managed Services industry background and experience
  • Strong commercial background
  • Pragmatic and results focussed – a ‘self-starter’ who can take a ‘blank sheet of paper’ and rapidly deliver an approach and tangible outputs
  • ‘Agile’ and ‘waterfall’ change delivery knowledge and experience
  • Highly numerate and analytical
  • Excellent stakeholder management – at a senior management and executive level
  • A strong communicator with excellent influencing skills
  • Fluent in English language

Desirable Knowledge and Skills:

  • Ideally qualified to degree level
  • Strong customer insight experience, including ability to translate qualitative and quantitative data into actionable activities with clear KPIs
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