Autoglass® is a market leader and as part of our continued growth we need to be able to make the best data driven decisions through the provision of accurate reporting and actionable insight.
This is where you come in.
What is the job about?
We are looking for someone to manage the provision of reporting and actionable insight to all aspects of the customer journey including online, customer experience centre, on the day of appointment and resolution when things go wrong.
As part of this role you will manage the customer experience feedback programme as well as being the voice of the customer throughout the company.
What will I actually be doing?
Manage the provision to reporting and actionable insight to support the understanding of the customer journey through the provision of insightful reporting (in Power BI) of the key metrics relating to the customer journey, focussing on the levers that influence the KPIs. Key metrics include ‘red’ contacts, complaints (regulated and unregulated), performance against corporate partners SLAs, keeping our promise, NPS & rebooks.
Managing the overall customer journey survey programmes including customer effort at booking, customer satisfaction (NPS) after job completion & dissatisfied customers. Ensure that these adhere to industry best practice and advise on future innovations that can help the business understand its customers.
Close working relationship with the survey programme supplier (Qualtrix), business surveys owners, and Belron Group.
Lead the delivery of any ad hoc customer insight related projects and analysis. Proactively identify customer pain point and solutions, develop our customer personas and needs in relation to our customer service proposition.
Manage and work closely with Insight Analysts to guarantee data quality and provide direct support
Work with the wider Belron community to share best practice and ensure Belron led projects are suitably supported from a Belron UK customer journey perspective.
Manage the provision of reporting and analytics to support People function in understanding the metrics and levers that influence the Belron People Measure through the provision of insightful reporting (in Power BI) of monthly and annual engagement surveys.
Manage the support to the marketing team for reporting and analysis across campaigns, competitor and proposition.
Ensure training related to customer experience & people reporting is updated and available to all relevant colleagues.
How will I know I’m doing a good job?
You’ll have built effective relationshipsacross the stakeholder community (senior leaders in Customer & Digital, People and Marketing).
There will be a provision of accurate, clear and consistent reporting with control and ownership of data sources.
We will see delivery of reports, insight and analysis to required and agreed timescales.
There’ll be an improvement of our business KPIs against target through informed decision making and influencing.
Will I like working for Autoglass®?
Culture is important to us here at Autoglass® so a curious gene is a must
You’ll be someone who constantly asks why and comes up with innovative solutions, has a hunger to constantly improve the way things are done and you will be comfortable with working with a range of business experts and senior managers.
Our values mean a lot to us and we are looking for someone who embodies these and really believe in living them.
These values of Genuine, Collaborative, Caring and Driven are at the core of all our employees and everything we do is about ensuring we get it right first time for our customers, so it is important that this rings true for you too.
Based in our Head Office in Cardington, Bedford, the Customer Insights Manager will be able to provide insightful data to help drive key business decisions and improvements.
It is a demanding role but we are a great team who know how to have fun too and you’ll often find us outside with BBQ’s in the summer, lots of charity fundraising activities such as Tug o War and our call centre is part of the Children in Need pledge taking each year.
Generous bonus scheme related to both personal and team performance
Up to 15% pension contributions – based on employee contribution of 5% & employer contribution of 10%
Life assurance policy
33 days annual leave (including bank holidays)
Discounted shopping vouchers
Discounted gym membership