The Customer Insights Manager will bring heaps of hands on experience owning all customer related reporting metrics both operationally in the Contact Centre as well as the end to end customer journey. With advanced analytical and reporting skills, you will bring the Voice of the Customer to life with qualified data, in an accessible, meaningful way for key stakeholders across the business, helping to drive targeted operational change across the entire customer journey.

Responsibilities:

• Own all customer metrics including contact centre metrics, as well as being able to build on these to provide valuable insight into customer behaviour and operational performance.

• Provide regular performance reports and data insights to the Head of CX and leadership.

• Collaborate with the Contact Centre Manager to align resource strategy with operational goals.

• Support system implementations and operational changes with strong data models and documentation to validate design and measure impact.

• Forecast contact volumes across channels (calls, emails, chats) using historical and predictive models which you will build.