Care UK

Vacancies

Customer Insight Manager

  • Job Reference
  • SYS-10049
  • Location
  • Colchester
  • Job Copy
  • Customer Insight Manager- Colchester

    Part Time

    Great opportunity for a creative and dynamic individual to join the internal marketing team. Care UK is a market leading company who are consistently investing, evolving and developing and are now the UKs fifth largest healthcare provider.  Honoured winners at the Employer Brand Management Awards last year; we are extremely proud of our company brand and values, fulfilling lives and fulfilling careers.

    As a key member of the RCS marketing team, the Customer Insight Manager has responsibility for driving Voice of Customer and Customer Experience programmes across the business .  In essence, the role is responsible for the day to day delivery of key customer satisfaction and mystery shopping programmes and in supporting internal stakeholders to drive improvements.  The role will also support on ad hoc market research projects involving heightened customer understanding, customer ‘journeys’ and customer insight on strategic and tactical initiatives, online and offline

     

    Key Responsibilities:

    • Prominent role in driving Care UK’s increasing focus on ‘Voice of Customer’ as a differentiator
    • Key point of contact for internal consultation regarding customer insight
    • Project and agency management
    • Annual resident satisfaction survey and resultant insight cascade
    • Quarterly relative satisfaction survey and associated reporting and action-planning
    • Voice of Customer collateral for a significant proportion of our care homes
    • Support for Care UK’s mystery shopping programme
    • Contribute to the ongoing understanding of the ‘customer journey’ and key customer segments using desk research and primary research as necessary
    • Support development  of Voice of the Customer and Customer Experience strategies
    • Monitor and support operational teams on customer feedback issues and improvement planning
    • Work closely with marketing colleagues on data requests and customer testimonials

     

    Ideal attributes:

    • Excellent analytical and numeracy skills
    • Strong written and verbal communications skills
    • Significant experience in market research/analytics or marketing activities heavily reliant on robust customer insight
    • Experience in extracting and communicating powerful insights, ideally related to customer experience
    • Excellent sense of initiative and problem solving
    • Experience in managing challenging workloads

     

    To apply please follow the link and for any further information please contact Tara Connor on tara.connor@careuk.com

     

Care UK is committed to ensuring that it employs people with the right mix of talent, skills and potential and will assess every applicant fairly regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical/mental disability or offending background. Having a criminal record will not necessarily prevent you from working with us, it will depend on the nature of the role and background of any offence.