Alternatives has been retained to appoint a number Customer Experience & Insights Executives as part of a new CX & Insights function across Customer Experience (CX), Customer Voice, Customer and Market Research, Operational Service Quality and Proposition Development. Significant role for a driven CX or insights professionals. 

The role represents a superb opportunity for an experienced Marketing professional to support the the leader in CX, CI & DA in the establishment of the team, and to support the relevant distribution channels with relevant and insightful Customer Insights, to determine and support service quality standards and proposition development.

Description

Customer Experience

• Adapt and implement organisation's Customer Experience (CX) methodologies to the local Customer Organisation
• Measure the CX Customers Journey’s assessed, shortened, number of customer processes and policies re-engineered
• Ensures the organisation remains as an Net Promoter Score (NPS) Loyalty Leader in their B2B channels and above market in all other channels
• Lead the establishment of the Customer Experience Workshop/focus groups to improve the Customer Journey
• Drive the adoption of standardised Customer Service standards and measurement across the organization Customer Voice
• Run both the Bottom Up (BU) and Top Down (TD) NPS reporting activities, expanding online BU touchpoints and commissioning and monitoring the annual TD NPS measurement
• Build strong partnerships and work collaboratively with the business, to promote cross functional analysis and assessment of NPS, ensuring findings and recommendations to improve customer satisfaction are implemented Customer and Market Research
• Plan and undertake primary research for the business, develop agency briefs and manage the associated agency / vendor relationships to support delivery
• Support new proposition development
• Test Marketing (Ad Copy), conduct market research including; mystery shopping and comparative sectoral, product and pricing research
• Assist with research methodology development, including topic guides and customer surveys

?Operational Service Quality

• Rollout and support business colleagues in the adoption of operational service standards across the organisation including; Customer Service, Complaints Management and Customer Relationship Recovery Mechanisms to ensure consistency in the Customer experience Proposition Development and Transformation
• Support the development of the organisation's Customer Segmentation, Target Market, Brand Position and Value Proposition

Requirements

Essential Criteria

• Experience of using Net Promoter Score (NPS) methodologies
• A minimum of 2-3 years experience in a marketing, or market research related role
• Intermediate proficiency with MS Office, particularly MS Word and Excel

Desirable Criteria

• Third level or postgraduate qualification in Marketing or Business
• Financial Services experience
• Post graduate or professional qualification in business, marketing, data science
• Project Management experience / qualifications
• Certified CX Practitioner (CCXP)

Alternatives Group

First to the future, ensuring you are too.

If you are interested in discussing or applying for this role please contact Adrian Clarke, Business Manager - Analytics or call him on 01 669 8107 or 0876608874 | aclarke@alternatives.ie 

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