Customer Insight Manager - Voice of Customer/NPS
Why is this role the next step for you?
If your passion is identifying opportunities to improve customer experience then this role is for you. We are all advocates of the customer and deliver improvement and positive change to the Worldpay SME customer experience.
Our Voice of Customer (VOC) programme and accompanying net promoter score (NPS) score focuses on Customer needs and the insights from this programme shape our plans for future developments. In addition you will find opportunities to build and enhance the VOC programme in 2018 and beyond.
How will you add value on a day-to-day basis?
You will take full ownership of the Voice of Customer programme - and will manage and communicate the monthly Net Promoter Score (NPS) - the most important metric to measure the health of our customers.
You will work closely with the wider Customer Lifecycle Marketing team. This includes Customer Service & other operational functions, and SME & Corporate Sales in supporting their strategy by identifying and shaping the research objectives, project management of the deliverables, analysis of results, and the production and delivery of findings.
What will make you the ideal candidate?
You will have an inquisitive mind-set and be able to build a story from disconnected data points. You will have a strong quantitative research ability – and ideally worked with & managed a customer experience platform provider before.
You will be the independent view that challenges business assumptions to ensure that we are meeting the needs of our customers based on research results. You will be a very confident presenter of customer insights with the ability to clearly articulate to and influence a wide range of senior stakeholders.
You will be happy to travel to other WP sites to build strong relationships with key stakeholders and establish your virtual team.
How is Worldpay changing the world?
We are leaders in modern money. Each and every time you use your debit card or credit card to pay for something, whether online or face-to-face, there’s a good chance it happened because of us. On an annual basis our innovations, systems and technology enable billions of money transactions globally. Working with customers large and small, we help them to take your payments quickly, safely and reliably, allowing them to grow their businesses and making your life more convenient in the process. As a leader in global Fin-Tech and the largest London IPO since 2011, this is a great time to join us in building for the next phase of the Worldpay journey.
London / England
Marketing and Product
August 31, 2017