Job Description
The role of Head of Customer Insights is a senior management position within the organization. As a key member of the Chief Customer Officer Senior Management Team, you will be responsible for leading and developing the customer insights and performance strategy to understand customer engagement and drive value.
This includes synthesising available data and results to present key insights that drive innovative and strategic business thinking, assisting with developing strategies, executing initiatives, and evaluating effectiveness. You will also lead the development of customer strategies that aim to improve customer data capture, optimise habit formation, increase customer retention, and optimise customer lifetime value.
In addition, you will develop a cross-channel single customer view, review and deploy customer segmentation to optimise customer treatment strategy (CRM), and drive the ongoing review of the Voice of the Customer Programme/NPS (Net Promoter Score) and define value.
You will also lead the customer research team to support the development and delivery of the Customer First strategy, leadership and capability development of Customer Insights & Analytics team; driving performance and creating a culture of innovation and learning.
About the Role
This is a full-time employment opportunity in Dublin, Ireland. The ideal candidate will have 10+ years' experience in a data-driven organisation in a senior management position, as well as experience in Customer Insights/Analytics and/or Performance.
You will have developed and executed a data strategy that enables key customer decisions to be made based on rich insights and analytical data, and have a shift in cultural mindset to embed a data and insight-led approach to customer strategies.
The successful candidate will also be able to attract, engage, and retain talent and capability with a clear employee value proposition, and clarity on the opportunities to learn and enhance careers within CCO.
Key Responsibilities
* Lead the development of the customer insights and performance strategy to understand customer engagement and drive value.
* Synthesise available data and results to present key insights that drive innovative and strategic business thinking.
* Develop customer strategies that aim to improve customer data capture, optimise habit formation, increase customer retention, and optimise customer lifetime value.
* Develop a cross-channel single customer view.
* Review and deploy customer segmentation to optimise customer treatment strategy (CRM).
* Drive the ongoing review of the Voice of the Customer Programme/NPS (Net Promoter Score) and define value.
Requirements
* 10+ years' experience in a data-driven organisation in a senior management position.
* Experience in Customer Insights/Analytics and/or Performance.
* Developed and executed a data strategy that enables key customer decisions to be made based on rich insights and analytical data.
* Shift in cultural mindset to embed a data and insight-led approach to customer strategies.
* Able to attract, engage, and retain talent and capability with a clear employee value proposition.