Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with our brand's products and services. Customer experience spans the lifetime of customers' relationships with a brand, starting before a purchase is made, continuing to active use, and advancing to repeat purchases. CX acts as a bridge between strategy (our desired organizational outcome) and operations (How things get done now). With a goal of improved performance, we help the business make decisions in a way that positively influences how customers think, feel, and behave.
Purpose of the Role:
Reporting to the head of CX, you are responsible for defining the vision and strategy of data analytics in the CX Portfolio and evangelising this throughout the business. By understanding our business goals and major problem areas you are responsible for turning data into actionable insights that helps identifying opportunities for optimisation and growth.
To be successful in this role it will be key to establish strong collaborative relationships with all our Spin Group stakeholders. Driving adoption of cutting edge technologies and techniques that will enable equal access to data to that maximizes the opportunity to unlock insights that drive commercial growth.
Duties include, but not limited to:
You will be responsible for analysing data from our various data sources, extracting actionable insights that enables decision making.
Responsible for setting the expectations of data availability in CX Portfolio and driving these requirements into the Enterprise Data team.
Improve analytical tools/technologies to facilitate a world-class customer experience and where applicable identify and recommend new 3rd party tools to integrate with the core architecture.
Applying a mix of qualitative and quantitative analysis techniques you will produce insights that help the business improve the customer experience on our Products.
Be comfortable in the web analytics ecosystem and draw on data from various web analytics tools such as Google Analytics, Adobe Analytics, Analytics insights etc.
You will own your research findings and present them to major stakeholders and key decision makers ensuring you deliver a clear message that the business can act upon.
Drive accountability across all our teams for consistent customer experiences.
Inspecting and measuring customer experience performance and taking relevant actions.
Discuss with all stakeholders their tracking and reporting needs. Create reports based on stakeholder requirements and automate processes wherever possible.
Provide weekly and monthly customer insight to the wider Team.
Take full charge of the 360 Degree view of the customer – The Voice of the customer, the emotion, tying all touch points to create a funnel view of the customer that anyone in the business can use to assist in driving a better experience.
Essential Criteria:
Expert in customer experience analysis with previous experience across multiple products, verticals, or brands.
5+ years analytical or management consulting experience (or working in a similar role), or in the market research industry.
Great visualisation skills that turns complex data into stories that inform decisions.
Relevant qualification in Statistics, Mathematics, Computer Science, Engineering or Commercial field required (MBA advantageous).
High proficiency in working with large data sets and business models.
Data science exposure.
eCommerce marketing experience.
Self-starter, energetic, enthusiastic, take the initiative and work independently but also to socialise ideas and develop collaborative solutions.
Strong understanding of statistical techniques such as correlation and regression.
Desirable Criteria:
Analytical skills: approaching data with the right questions, recognising trends.
Presentation skills: Excellent story telling! You are comfortable presenting to a broad audience of stakeholders and confident to defend your findings in a discussion.
Keen knowledge of sports and gaming.
Good understanding of the customer life cycle, customer satisfaction metrics and how to develop customer performance across the organisation.
Experience in CX/UX within a similar profile of organisation.
Experience of working across a large organisation with a matrix of operational teams.
Knowledge of both qualitative and qualitative research methodology and analysis such as: - Net promoter system (NPS) - Competitive analysis - Univariate and multivariate analysis.
Experience in establishing meaningful metrics from hypothesis driven experimentation to accurately measure success.
Person Specifications:
Resilience
Building Relationships
Organizational Awareness
Integrity
Ownership & Accountability
Problem Solving
Communication