Customer Strategy Insights Senior Lead
Customer Strategy Insights Senior Lead
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Job Description
Were on a mission to provide equitable access to economic opportunity for everyone.
We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing highpotential individuals both inside and outside of a companys current workforce and then we create applied guided and equitable learning programs with measurable impact. Because we believe the world needs a better way to match its potential.
We work with over 1500 leading companies including the likes of Microsoft Citi and Just Eat to help solve their businesscritical problems and weve trained over 16000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters together.
Join Multiverse and help us set a new course for work.
The Opportunity
As Customer Strategy & Insights Senior Lead you will play a crucial role in elevating the voice of our customers ensuring their feedback challenges and insights inform our continuous improvement as a fast growth business. In this brand new role youll be responsible for creating visibility and understanding on the experience of our customers ensuring all internal teams have the right data and insights to prioritise their improvement efforts.
Through this role you will play a vital role in furthering Multiverses mission to become customer obsessed supporting our strategies to increase retention for clients and learners in a complex B2B2C organisation. Your work will influence all aspects of our longer term planning as well as working to proactively find and course correct new challenges as they emerge working in deep collaboration with all product learning operations and customer facing teams.
Key Responsibilities
You are the source of truth on customer feedback: You understand our client journey deeply and have a regular pulse on changing needs and sentiment from the processes channels and relationships youve built within our GTM org.
You have experience taking user insights from 0 to 1 in a scaling org and are energised by both building and optimising practices and standards to ensure consistency
You share regular analysis of client sentiment through the feedback channels youve established sharing concise solutionsfocused insights with key stakeholders across the business to inform improvement efforts using a mix of quantitative and qualitative research methodologies to under stand trends and deepen insights. Youre able to track the impact of these efforts over time.
You identify new opportunities for feedback generation and can quickly build solutions to gather insights constantly striving to deepen our understanding of how our customers experience our product. You have experience optimising for response rates to ensure our data reflects the sentiment of the vast majority of stakeholders.
You have a passion for experimentation and testing always looking for opportunities to stretch and deepen your understanding of our key stakeholders and present considered recommendations on areas of improvement to teams internally.
You work collaboratively with internal research teams to uphold our feedback standards and work as a team to inform our understanding and solutionsplanning for business critical strategic initiatives eg. retention
You elevate customer centricity across the org: You use data and story telling to bring customer stories and feedback to life and inspire the org to action on customer needs
You lead complex change management relating to your insights through the business develop the right framework to quickly identify strategic interventions needed to retain clients proactively
About You
You have at least 7 years direct experience in Customer Experience Customer Insights Digital Experience in a B2B/ SaaS company
You have experience setting up and managing global customer listening programmes such as NPS programs Customer sentiment metrics like CSAT and feedback surveys
You have experience in analysing and interpreting a mix of qualitative and quantitative data at scale conducting A/B testing constructing compelling narratives and providing recommendations on complex topics
You have used a variety of survey design and research methods. You have experience applying statistical techniques and working knowledge of statistics concepts. You are comfortable working in Metabase.
You have experience working with multiple stakeholders especially engineering teams to influence change management in a matrix organisation
You have a strategic and commercial mindset to tie back specific strategies to key revenue metrics
You embody strong problem solving skills with resilience and determination to deliver results
You own your own development and role model best practice in everything you do.
How we hire
Benefits
Time off 27 days holiday plus 7 additional days off: 1 life event day 2 volunteer days and 4 companywide wellbeing days and 8 bank holidays per year
Health & Wellness private medical Insurance with Bupa a medical cashback scheme life insurance gym membership & wellness resources through Gympass and access to Spill all in one mental health support
Hybrid & remote work offering with weekly visits to the London office and the opportunity to work abroad 45 days a year
Team fun weekly socials company wide events and office snacks!
Our commitment to Diversity Equity and Inclusion
Were an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race colour ancestry religion sex national origin sexual orientation age citizenship marital status disability gender gender identity or expression or veteran status. This will never change. Read our Equality Diversity & Inclusion policy here.
Right to Work
Do you have the right to work in the UK Unfortunately at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.
Safeguarding
All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service (DBS) for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.
Required Experience:
Senior IC
Employment Type
Full-Time
