Customer Experience and Insights Manager

📋 Description

• • Own the end-to-end customer insight lifecycle: collect, analyse and translate CSAT, CRU and operational data into clear, prioritised improvement actions that Operations and UÉ stakeholders can execute within days, not months.
• • Map and continuously refine customer journeys, pinpointing friction points that drive complaints or churn; design data-driven interventions that lift satisfaction scores and reduce regulatory risk.
• • Embed AI and digital analytics into BAU: lead the rollout of AgentSuite, QA automation, chatbot and IVR analytics so every team can surface predictive insights without waiting for central reporting.
• • Build and maintain executive-level dashboards that track trends, root causes and predictive performance; present findings at leadership and client forums to influence strategic priorities and secure investment for change.
• • Translate insight into measurable performance gains: partner with Operational Excellence and the General Manager to ensure every recommendation is tracked through to ROI, whether that is a 5-point CSAT uplift or a 10 % drop in repeat contacts.
• • Ensure Capita supports UÉ’s CRU objectives by demonstrating continuous, measurable improvement in service quality and customer outcomes; prepare evidence packs for regulatory submissions and audits.
• • Champion a culture of data-driven decision making: coach frontline managers and analysts to interpret dashboards, run their own root-cause sessions and act on customer feedback within 48 hours.
• • Develop and deliver bite-size training on digital tools, turning sceptical colleagues into enthusiastic adopters who use insight to coach agents and redesign processes.
• • Identify new data sources—speech analytics, social sentiment, IoT diagnostics—and run pilots that prove value before scaling across the operation.
• • Collaborate with Quality, Training and Workforce Management to ensure insight informs hiring profiles, learning curricula and scheduling algorithms, creating a virtuous cycle of better people, better processes, better outcomes.
• • Lead cross-functional taskforces during major incidents or regulatory escalations, providing real-time insight that guides containment and remediation strategies.
• • Stay ahead of industry benchmarks and emerging regulation, feeding external intelligence into quarterly strategy reviews so Capita remains a thought-leader in customer experience excellence.
• • Manage external insight vendors and data-science partners, negotiating SLAs and ensuring GDPR-compliant data handling across all touchpoints.
• • Create a feedback loop that celebrates quick wins: publish monthly “Insight Impact” stories that showcase how frontline teams used data to delight customers and reduce cost.
• • Drive continuous improvement by embedding Lean Six Sigma and design-thinking methodologies into every insight project, ensuring sustainable change rather than one-off fixes.