NPS Manager

Senior NPS Manager
A Senior NPS Manager is required to join a Global Banking Group for an initial 4 month contract based in London. For the role of Senior NPS Manager it is essential to have experience in NPS, customer research, and the customer experience, team management skills and previous experience of designing questionnaires revolving around the customer journey. Due to the nature of the role you will work with internal and external stakeholders on NPS customer feedback projects and therefore excellent senior stakeholder management experience is essential.

Initial 4 month contract
Location: London, Canary Wharf
Rate: £375 - £450 per day

KEY TASKS OF THE SENIOR NPS MANAGER

- Work with internal stakeholders to in-depth analyse, understand and map out e2e customer journeys
- Ascertain customers' experience of the journey as opposed to perceived experience of it
- Ascertain what stakeholders want to know and measure about the key touch points
- Work with Insight and stakeholders to devise and design questions for surveys to meet those objectives, ensuring all stakeholders impacted have been included in decisions and consultation
- Work with 3rd party to build questionnaires and ensuring reporting systems in place for internal stakeholders
- Work with internal and external project teams to ensure all necessary analysis and reporting mechanisms are in place
- Work with Insight to ensure customised reporting for internal stakeholders
- Keep relevant stakeholders constantly informed and engaged throughout process
- Produce other documents for the project as required
- Organising logistics and communications for stakeholder and 3rd party meetings and workshops

Skills & Experience of the SENIOR NPS MANAGER

- Must be able to hit the ground running and understand and dissect product/process/customer journeys
- Excellent relationship building and interpersonal skills
- Journey mapping
- Ability to work with many different stakeholders and come to compromises to meet all their different needs
- Question formulation for different products/journeys
- Assist with questionnaire design
- Understand b2c customer journeys in financial/retail environment
- Understand the real world customer journey, not only the research/analysis world - ie ability to look at customer perspective not only research and analytical perspective
- Must have excellent attention to detail
- Ability to keep many different strands of work with many different internal and external stakeholders moving forward simultaneously to reach different deadlines
- Need to be very experienced, credible, analytical, yet very practical in approach