Save Job Back to Search Job Description Summary Similar JobsCustomer Insight & Innovation ManagerLeeds / HybridAbout Our ClientPage Group are working in partnership with a longstanding client on the appointment of a new Customer Insight & Innovation Manager. This is a newly created role focused on improving the customer journey across all touch-points and business areas.Based in Leeds, our client is a true advocate of hybrid working, with 3 days in the office, 2 from home on offerJob DescriptionLead on all customer journey mapping activities, identifying improvements for customer touch-points and systems enhancementsAnalyse, interpret and share customer insight across the business to place the customer at the centre of service improvements and changes being madeIdentify areas to improve process and procedures, creating business cases for change, following though to delivery and implementationLead a portfolio of strategic incentives including digital evolution, Contact Centre Channel & Systems Implementations / Improvements, CSAT & NPS programmesDevelop and implement a number of customer focused policies that meet both the customer and business needsWork with outsourced / off shore service providers to deliver positive developments on how they interact and service the end customersDrive customer satisfaction scores across the business, taking corrective action where requiredOwn and develop customer feedback channels / platform, understanding what customers say and using the information to make informed decisionsThe Successful ApplicantExperience driving positive change and improvementExperience within a contact centre environments (desirable)Prior work with outsource / off shore partners (desirable)Understanding of customer contact channels and technologiesExtensive stakeholder management skills at all levelsPrior experience working on continuous improvementExcellent communication skillsWhat's on OfferThis is a fantastic opportunity to join a growing and evolving business in the role of Customer Insight & Innovation ManagerBased in the Leeds area with great links to the M1 & M62 the role offers Hybrid working with 3 days in the office requiredSalary of £50,000 - £55,000 plus great benefits packageContactZach JohnsonQuote job refJN-052025-6736096Phone number+44 113 243 7708Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorEnergy & Natural ResourcesLocationLeedsContract typePermanentConsultant nameZach JohnsonConsultant phone+44 113 243 7708Job referenceJN-052025-6736096
