Client Insight Manager - Voice of the Customer

Client Insight Manager - Voice of the Customer

Sector: Customer Services
Role: Manager
Contract Type: Permanent
Hours: Full Time

About the role: This is an exciting opportunity as Client Insight Manager on a 12-month fixed term contract. You will be joining the Group Marketing department to lead on the Voice of the Customer (VoC) programme within the Data and Insights team. The VoC programme is BSI's key mechanism for gathering client feedback, consisting of 9 separate surveys, conducted in 15 languages and covering most client interactions.

The Data and Insights team supports business stakeholders across all geographies, functional divisions, and vertical sectors, equipping them for strategic and day-to-day commercial decisions aimed at growing their business.

Responsibilities:

1. Provide in-depth business and client analysis, insights, and recommendations as well as a suite of analytical reports.
2. Conduct business and client analysis and identify growth opportunities in support of BSI's ambitious growth strategy.
3. Operational ownership of the Voice of the Customer activities within BSI, leading on the design and implementation of processes to ensure the continued running of the VoC programme.
4. Responsible for sharing insights across the business, identifying and prioritising key insights.
5. Create and own an engagement plan with the wider business to ensure that client metrics are embedded effectively.

To be successful in the role, you will have:

• Demonstrable work experience in a Customer Insights role, preferably in a B2B environment.
• Demonstrated excellence in collecting, analysing, interpreting, and presenting data.
• Proven background in data and advanced analytics, performing analysis with large customer and transaction-level data sets.
• Experience developing business intelligence solutions and tools to create engaging and commercially beneficial dashboards and reports.
• Experience in a VOC role, managing and interpreting the data from the programme.
• Ability to handle data effortlessly using a range of analytical techniques and software applications.
• Strong analytical skills, including a thorough understanding of business needs and how to deliver analytics-based solutions and recommendations.

BSI offers a competitive total reward package: 27-days annual leave, paid sick leave, bank holidays, health insurance, life insurance, pension plan with company contribution, car allowance (dependent on role), income protection, paid maternity leave, paid paternity leave, paid parental leave, adoption leave, compassionate leave, paid bereavement leave, learning and development opportunities, and a wide range of flexible benefits that you can tailor to suit your lifestyle.

We are proud to be the business improvement company for other organisations to become more sustainable and resilient and to inspire trust in their products, systems, services, and the world we live in.

D&I Policy: BSI is committed to ensuring the diversity of our workforce reflects that of our clients and the communities in which we operate. Our goal is to create a sense of belonging for all employees by providing opportunities to develop, grow, and engage with our global organization.

If you require any reasonable accommodations to be made on account of a disability or impairment throughout our recruiting process, please inform your Talent Acquisition Partner.

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These behaviours represent how we do things at BSI, ensuring that BSI is a great place to work and a highly successful business.