Customer Experience Insights Manager

Job content

It matters to us that Team O2 is as diverse as the communities we serve.

We’re aware that we need more diversity in our senior leadership roles, so we welcome and encourage people from all backgrounds to apply.

Whoever you are, O2 has a place for you.

Come join us.

Job title: Customer Experience Insights Manager

Reporting to: Head of Business Customer Experience and Journey Management

Division: Customer Excellence

Location: Slough/London/Reading (hybrid working)

Closing date: 12/10/2022

About The Role

A key role within the Business Division, this role has responsibility for deeply understanding Journey Insight / Data and the delivery of a world-class customer experience brand. Supporting the effective delivery and ongoing growth of VMO2’s offering for Business Customers.

The Customer Experience & Journey Management team is a critical function in supporting the achievement of the Business Division CEX strategy and metrics, driving effortless experiences so that customers choose us, stay with us and buy more from us.

Who We Are

At Virgin Media O2 we’re going All In, to remove bias and barriers for our people and our candidates. We’re working hard to achieve bold ambitions, to help us better represent the diverse communities we serve across the UK. As an equal opportunities employer, we support and encourage you, to be your authentic self throughout your application journey.

Key responsibilities:

• Understand Business customer needs, behavioural trends, segments, and audience experiences to advise strategy; plans and identify opportunities for improvements.
• To identify, attain and analyse a wide range of insight and data sources, and deliver practical insight to enable the Business division to fully understand its current CEX performance (the why) and recommendations to improve (the what)
• Produce and present senior stakeholder documentation to share customer insight, updates, highlights, opportunities, risks, and issues
• Work across the directorate and the business with key stakeholders and teams to drive the change needed to ensure a better experience across all Business customer segments
• Responsible for the definition and delivery of the initiatives and producing relevant project or communication documentation
• Optimally lead and control change and risk across all elements of the CX plans. Mitigating gaps were necessary and using existing escalation routes and forums to raise and challenge risks or participate in task forces or projects set up to ensure NPS and other CX Metrics are met.
• Provide input to the annual and quarterly planning process to ensure that the plans are customer-led and drive the required customer experience outcomes, including delivering NPS
• Exercise clear and effective matrix management of a project team, 3rd parties suppliers, agencies and delivery partners through excellent interpersonal skills and efficient work breakdown structures
• Ensuring all changes including systems, policies and processes delivered are fit for purpose and support the requirements of the customer. (customer-led)
• Design and implement new surveys as needed, including leading research activity to ensure the right data is available to understand the e2e journey experience for each customer segment, prioritising delivering best-in-class customer experience and revenue optimisation.
  
  

The must-haves

In order to be considered, you must have the following experience;

• Proven stakeholder management to Wider Leadership Team levels and strong experience in matrix management with multiple parties and stakeholders
• Proven Experience in liaising with Customers and Stakeholders to understand pain/gain points and deliver agreed, prioritised changes to help drive effortless experiences.
• Analytical skills with the ability to translate data and insight into opportunities for positive change
• Strong knowledge and understanding of Business Customer Experience Journey Framework, principles and toolsets
• Excellent ability to story tell with data - Ability to analyse multiple data sources and articulate this into actionable insights and recommendations with risks identified
• Previous experience in CX Research and insight is desirable
• Strong organisation and planning skills – able to handle conflicting priorities whilst working to tight deadlines and under pressure
• Proficient in using PowerPoint, excel - Detailed, methodical approach to work whilst maintaining high levels of accuracy is crucial
  
  

What’s in it for you?

We know that benefits mean so much more than the ’stuff’ we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

All work and no play just isn’t our style! We’re already planning our future ways of working, for when life becomes a little more normal again. We’re constantly evolving our approach to enable you to find a great work-life balance.

Next steps

If we feel like a place where you can belong, we’d love to learn more about you. Once you’ve submitted an application the next steps of the process, if successful, are likely to include a chat with the recruiter followed by a 2-stage interview process.

When you apply, you’ll be asked about any adjustments you might need to support the recruitment process. Let us know, and we’ll be sure to discuss it with you. Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media O2 family.

We’ll be sending you emails about the status of your application. To make sure you receive these, please add @O2.com and @telefonica.com to your Safe Senders list.

We’re looking to pay a great compensation package (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.

Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus.

We also believe a great work-life balance is important, so we’re open to considering flexible working arrangements. Like to know more, feel free to raise it.

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places.

If you have any questions around the role then please email ResourceTUK@o2.com who will be happy to help.