Customer Experience Insights Manager CX

ARE YOU THE ONE?

As our Customer Experience Insights Manager your new role will be to generate key insights from a variety of data sources to help Samsung identify opportunities to improve their Customer Experience (CX) Performance and aid in the execution of their insights led strategy.

The Insights Manager is responsible for leading the development and execution of insights-driven strategies, improving the customer experience and customer service operations at Samsung UK. 

This role will work closely with cross-functional teams to establish an insights led culture focused on gathering, analysing, and interpreting customer data to identify continuous improvement opportunities post-sale. 

The CX team’s goal is to engage and retain customers through their product life span, retaining customer loyalty

WHAT YOU’LL BE UP TO

INSIGHT & DATA ANALYSIS

Proactively delve into data to generate insights to drive customer journey improvements as well as business performance

Build a data infrastructure that combines multiple sources into a single insights pool that can be utilised by the CX division and the wider Samsung UK business

REPORTING & RESEARCH

Establish reporting and dashboards to ensure that the journey and operational teams have live access to tracking performance and monitor the impact of changes and improvements implemented

Analyse qualitative data and extract valuable insights e.g. verbatims, research studies

INNOVATION

Leading the development and execution of insights-driven strategies that improve the customer experience and customer service operations at Samsung UK.

Generate key insights from a variety of data sources to identify opportunities to improve Customer Experience (CX) Performance

STAKEHOLDER MANAGEMENT

Support internal and external teams and agencies with insights generation, analysis, reporting

Build relationships with operational, subsidiary and HQ teams to generate the right commercial outcomes.

CUSTOMER EXPERIENCE JOURNEY ANALYSIS

Covering all aspects of CX engagement with customers across the end-to-end customer journey

ARE YOU OUR PERFECT PARTNER?

• Analytical & detail orientated
• Flexible and adaptable
• Excellent communicator
• Conscientious, confident and keen to support a high standard of execution
• Willing to challenge, through questioning, prioritisation and planning

WHAT YOU CAN EXPECT FROM US

• Competitive Salary: £48,000 - £52,000 Per Annum 
• Performance Bonus: 15%
• Company Car Allowance
• Company Sick Pay 
• Samsung Discounts 
• Life Assurance: 4 times your annual salary 
• Perkbox (Rewards Portal) 
• Development Opportunities– our teams have historically moved into all manner of other jobs! 

WHO ARE WE?

We’re Blue Square. An award-winning, retail marketing agency connecting and engaging audiences with some of the world’s most loved brands. We believe in the power of human touch across the buyer-to-customer journey to grow sales, increase loyalty and build brand love for our clients. People are at the centre of our success. We go above and beyond to support, develop, and nurture our talented employees to drive personal growth and love what they do. 

At the heart of our agency are our ETHIC values – and we’re on a mission to work with individuals who share and believe in them.