CX Insight Manager

Due to continued growth, Banham is seeking a CX Insights Manager to lead on leveraging data for transformative business strategies. Are you passionate about the power of data to drive sales growth and enhance customer experiences? Join our dynamic team and collaborate with cross-functional teams to translate insights into actionable recommendations that propel our business forward!

Who are we?

Banham is a family-owned; family-run business that has been providing security solutions since 1926. We operate throughout the Southeast of England offering a comprehensive service on all aspects of physical and electronic security.? Most important, however, are the people who make up Banham. Our dedicated employees live and breathe collaboration; they inspire and learn from each other while upholding our five core values:

Family, Pride, Trust, Leadership, and Making a Difference

Employees who began their Banham careers as trainees now head up our key departments, and we are proud to foster a working environment that encourages staff to stay with us for many years. 

What can you bring to Banham?

Being an experienced CX Insights Manager will evidence your:

• Past experience as a Data Analyst or Business Analyst.
  
• Proficiency in SQL, Excel, and data visualization tools.
• Strong analytical skills with attention to detail and accuracy.
• Experience with statistical analysis and predictive modelling techniques.
• Excellent communication skills for presenting complex data insights.
• Ability to work independently and collaboratively in a fast-paced environment.
• Knowledge of CRM systems and marketing automation platforms is a plus.
• Educated to a degree level in Statistics, Mathematics, Economics, Computer Science, or related field.

Key Responsibilities:

Customer Service Insights:

• Analyse customer feedback and complaints to create actionable strategies, report monthly on Trustpilot, NPS/CSAT metrics for improvement, and track telephony performance and customer contracts for optimal service

Customer Insight:

• Act as the guardian of CACI customer data and target customer strategy, and provide monthly reporting of customer numbers with relevant insights.
• Analyse contract trends for acquisition and retention.
• Validate and support business cases with customer assumptions.

Sales:

• Analyse sales data to identify trends, patterns, and growth opportunities with conduct in-depth analysis of customer behaviours and purchasing pattern
• Develop dashboards and reports for tracking KPIs related to sales and marketing.
• Perform A/B testing and experiments to optimise marketing campaigns alongside.

What will you get in return?

You will be entitled to a highly competitive salary and a great range of benefits including:

An employee assistance program (EAP). EAP gives our employees access to a 24/7 free, confidential advice service for help with personal and professional problems, which could be affecting your home life or work life, health, and general well-being. This benefit also extends to your family (available from the first day of employment)

Hybrid working for non-field associated roles (3 days working from the office, 2 days working from home)

Personal Accident Insurance Scheme - Accidents at work and outside of work are both covered, including personal attacks and sport-related injuries

Subsidised Private Medical Cover after 12 months of service

Auto-enrolment into our pension scheme

Annual season ticket loan & Banham interest-free loan

Cycle to work & Tech scheme

Training and development opportunities (including day releases for studies)

Company equipment tailored to your role (laptop, mobile, additional screens, company van)

Up to 50% off Banham products

Quarterly Social Events including Summer Party and an Annual Christmas Event

Employee recognition rewards and moments of magic prizes

Recruitment referral bonus scheme earning up to £500 per successful referral (T&Cs apply)

Enhanced Sick Pay for absence related to COVID-19

Charity events throughout the year – Banham is proud to be working with The Royal Marsden Cancer Charity and sponsoring The Banham Marsden March since 2010 over £13 million has been raised to make a difference for patients across the UK and the world for The Royal Marsden.

Banham is an equal opportunities employer providing employment to its team members and applicants without regard for their sex, gender, race, national origin, religion, age, sexual orientation, disability, or any other category protected by law.

We welcome diversity and provide equal opportunities to applicants, based on experience, talent, and qualification for the job.