Senior Customer Insights Manager

This is a Hybrid role, working from our Cardiff office 3 days per week.

What You’ll Be Doing ✨

As the Senior Customer Insights Manager, you will play a pivotal role in shaping our understanding of the customer experience. Reporting directly to the Head of Customer Insights, you will lead the narrative on why issues occur and how we can improve, bridging the gap between data and executive decision-making.

• Executive Reporting & Commentary: Own the narrative for senior stakeholders; you will write the high-level commentary for Executive and Senior Leadership reports, translating complex data into clear, actionable business intelligence.
• Drive Customer Experience (CX) Strategy: Lead on specific CX metrics, including owning the Net Promoter Score (NPS) program, CSAT, Complaints MI; analysing sentiment trends, and driving initiatives to improve customer advocacy.
• Customer Insights Reporting: Design, implement, and maintain comprehensive reporting frameworks that aggregate findings from Quality Assurance (QA), Outcome Testing, and Root Cause Analysis alongside CX outputs to provide a unified view of risk, performance, and customer experience.
• Lead Root Cause Analysis (RCA): Spearhead RCA activity across the business, providing leadership and support to Root Cause Analysts to ensure deep, systemic investigation into customer pain points.
• Customer Journey Mapping: Own the end-to-end Customer Journey Maps for all products and services. Your team will identify friction points, map new features, and ensure the customer voice is central to process design

We’re Looking For

• Experience in Insights or Assurance: Proven experience in a Customer Insights, Root Cause Analysis, or Quality Assurance / Outcome Testing management role.
• Analytical Storytelling: Exceptional ability to synthesise data from multiple sources (QA, RCA, NPS) and write compelling commentary for C-suite and Senior Leadership audiences.
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