The Customer Experience & Insights Manager will lead the transformation of customer and operational data into actionable insight that drives improved experiences, performance, and compliance. This role is a key enabler in the reshaped operations structure - embedding AI, digital analytics, and customer feedback into everyday decision making to strengthen service delivery, regulatory alignment, and long term growth. Customer Insight & Experience - Own CSAT and CRU analysis, translating feedback into clear improvement actions for Operations and UÉ stakeholders.
Identify and address friction points in customer journeys to enhance satisfaction and complaint resolution.
Work closely with Quality, Training, and Operations to embed customer insight into BAU improvements.
Ensure Capita supports UÉ's CRU objectives by demonstrating measurable improvement in service quality and customer outcomes.
Provide customer insight to inform UÉ's CRU reporting and regulatory alignment.
AI, Digital & Data Enablement - Lead adoption of digital tools such as AgentSuite, QA automation, and chatbot/IVR analytics to enhance insight generation and service performance.
Turn operational and AI driven data into predictive insights to inform strategic and tactical decisions.
Operational & Strategic Insight - Produce actionable reporting and dashboards for leadership - focusing on trends, root causes, and predictive performance.
Recommend targeted change to drive improvement and enhance customer experience.
Present insight findings at leadership and client forums, influencing strategic priorities.
Partner with Operational Excellence and the GM to ensure insights translate into tangible performance improvement.
Colleague & Culture Enablement - Guide colleagues and managers on the use of digital tools and customer feedback to support a culture of data driven decision making.
Develop capability within teams to interpret and act on insight.
Act as a champion for continuous improvement and innovation across the operation.
What's in it for you?
Offering a competitive salary
Able to work from home with the expectation to travel when required.
23 days' holiday (rising to 27) with the opportunity to buy extra leave
Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
What we hope you'll do next:
Choose apply now to fill out our short application and attach your CV
If your experience and skills are a match, we will contact you to discuss the role further
We're truly committed to building a diverse and representative workforce and as part of our strategic plans we are aiming to accelerate gender and ethnic representation in leadership. As such we would particularly welcome applications from people who are female and/or are from Black, Asian and other ethnic minority backgrounds.
We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we'll get back to you.
Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work
For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
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