Overview
INTELLIGENT FUTURES
Futures Housing Group is dedicated to achieving effortless customer experiences. Business Change and Digital Transformation strategies seek to engage with customers, on a much wider basis and across our wider geographical operating area via online and digital platforms. A critical component to our success is how we learn and develop from customer feedback.
We are looking for someone to lead the team and be the specialist for the Group on customer data, insight and analytics. This position will focus on helping the Group collect, use and understand the data we have about our customers to ensure delivery of our corporate objectives.
Reporting to the Group Director of Business Change & Strategy, you will be expected to facilitate and expedite our strategic aims for digital self-service, which is both effortless for customers and ultimately reduces our service costs. You will develop a reliable and consistent method of capturing customer feedback across all frontline services to map and understand their journey.
We need someone who can hit the ground running and develop the team. You will have practical experience of producing analytical data, research design and customer segmentation. Able to understand the minutia of data you will have the ability to explain it in a way others can understand.
To be successful in this role, you will be able to manage multiple initiatives, meet conflicting demands and be able to handle pressures of meeting targets and deadlines. This is a role which offers the opportunity to shape a team and influence the future of our customer offer.
A few key points from our role profile:
- Encourage a partnership approach across the Research and Intelligence team, working with all areas of the Group to deliver corporate objectives.
- Derive meaningful customer insight data, from a variety of channels to produce strategic measures that support the Group in understanding the customer experience and inform strategic planning and policy development.
- Ensure that all complaints and expressions of dissatisfaction are dealt with and managed and an effective feedback loop is in place so that any learnings are identified and acted upon.
- Provide a wide range of online information to customers with accountability for all online engagement.
- Develop a customer forum ensuring that customers are consulted on all aspects of our services and are advised of the outcome of their involvement.
- Produce, analyse and qualify data, dashboards and reports on all aspects of the Customer Experience Directorate.
- Develop a reliable and consistent method of capturing customer feedback across all frontline services, including supporting services to map and
- understand their customer journey and apply specialist knowledge of using customer feedback metrics and positioning of surveys to derive meaningful data.
- Responsible for improving the customer experience delivered by new and ongoing projects and market research ensuring the voice of the customer is incorporated.
Futures who?
We’re a highly successful, independent, not-for-profit organisation providing homes and support for thousands of people across the Midlands. Our motto is ‘Great places, great services, great tomorrows’. We’re an Investors in People Platinum employer and our people tell us they love working here.
What we’ll do for you
If you’re successful, you’ll be joining a dynamic organisation with an amazing culture. We offer competitive benefits that include private healthcare options, mileage, a fantastic pension scheme, discount schemes and with a big emphasis on health and well-being.
You’ll also have great opportunities to grow and develop, personally and professionally, but the greatest reward will be knowing you’re helping people and communities across our region to thrive.
To start your Futures Journey, take a look at our Role Profile, please note we may contact candidates or close the vacancy prior to the closing date.
Salary: £60,413
Location: Derby, DE74 2SA
