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Insight Expert (Glasgow)

Eingestellt von Capita

Gesuchte Skills: Client, Design, Net

Projektbeschreibung

Capita is a company where you will be engaged and involved, you'll have opportunities to fulfil your ambitions and your career won't take a back seat. You will be listened to and you will be rewarded properly for your performance. We're the UK's leading provider of business process outsourcing and integrated professional support service solutions. We create unique, cost effective services that meet the individual needs of our clients. And we don't just design these services, we also deliver them.

Reporting to the Quality Strategy Manager you will provide high level strategic and operational insight to identify and prioritise major improvement initiatives. You will be expected to provide insight and thought leadership to the development of innovative solutions for previously intractable business. You will provide expert consultancy to Capita's clients on the design and implementation of complex customer satisfaction and loyalty programmes. You will Matrix manage the development, implementation and operation of a variety of customer satisfaction and loyalty programmes. You will line manage a team of insight analysts.

The aim of this role is to unlock the problems preventing 'step change' in Capita's achievement of quality performance (Customer Satisfaction, Right First Time, Cycle Time etc). The vision is for Capita to be acknowledged (through awards, client loyalty, winning new business and general reputation) Call Centre industry experts in Quality

Other Responsibilities:

* Manage the design and cross functional implementation of complex customer satisfaction programmes. This will involve Matrix management of various teams and suppliers
* Deliver innovative and industry leading customer insight recommendations through the application of advanced statistical and mathematical techniques
* Provide an expert view internally and to our clients on the theory and practical application of customer satisfaction and loyalty methodologies such as Net Promoter®
* Be able to articulate the options, benefits and drawbacks of each approach and make recommendations as applicable to client specific circumstances
* Communicate complex quality related concepts in simple terms to all levels of the organisation and clients
* Keep up-to-date with current industry thinking, identify and make recommendations on emerging technologies and new approaches
* Work autonomously to define individual insight project structure and delivery
* Manage peers, subordinates and teams to deliver insight projects and customer satisfaction programmes
* Work across multiple Capita sites (UK and overseas), with travel to client sites and third party suppliers as required

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Capita