Head of Customer Experience

The job in a nutshell

Are you a data-led, customer-centric CX leader with experience managing large scale customer research programmes? GoCompare have a rare opportunity for a customer experience professional to join the team.

In this exceptional opportunity you will gather and measure qualitative and experiential customer feedback & data that drives customer centricity across the product lifecycle. - allowing us to drive to the heart of what a customer really wants and needs, and then building beautiful products as a result! 

 

Skills and experience you’ll need to have

•Experience managing customer research activities for a consumer facing digital brand

•A passionate curiosity to understand and empathise with customers.

•Understanding of different research methodologies and experience of their effective application.

•Extensive experience of building questionnaires and site intercept surveys on self-serve platforms (Qualtrics, SurveyMonkey)

•Excellent written and verbal communication skills and a proven ability to tell a story with data

•Great presentation and data visualisation skills plus some experience of public speaking.

•Strong maths ability: experience of dealing with data, statistics and budgets.

What you’ll be responsible for

•Establishes and manages a group-wide customer experience measurement programme and manages the budget for all customer research activities

•Commissions bespoke pieces of customer research and organises and delivers customer feedback sessions

•Informs and drives brand business activity based on qualitative customer research and insights

•Owns third party suppliers of research tools and services

•Drives product development, including NPD, at all stages of the product lifecycle with qualitative feedback from customer research

•Partners with the Web Analytics team to ensure alignment of business recommendations

•Builds customer segmentation models that support both optimisation opportunities through personalisation and identifies broader business development opportunities from unmet customer needs

•Documents and curates a customer research knowledge base

•Provides regular business-wide updates on customer research activities and insights

•Reports findings into the Compliance team to validate customer understanding and awareness.

Who you’ll be working with

•Acts as part of the Product leadership team with the vision for the product roadmap which will allow us to continue to push boundaries and drive growth

•Analysts and business performance teams interface their behavioural data with your qualitative data.

•Product team and delivery squads will rely on you for customer feedback on how their product performs, the insights that will improve product market fit and validate their designs.

About us

We’re on a mission to help people everywhere save time and money – whether that’s on essential outgoings or on the things that they enjoy.

If someone is looking for an insurance policy for the first time, wants to beat their renewal quote, is searching for the right financial product, or is after a great utility deal, our comparison website – GoCompare – is there to help. We work with trusted insurance providers, financial services organisations and partners to provide a real breadth of coverage across the market.

Through MyVoucherCodes we bring savings from thousands of fashion, retail, restaurant, entertainment, travel and tech brands to millions of people.

Energylinx, our Ofgem-accredited energy comparison and switching service, brings great energy deals from more suppliers than any other UK switching site to UK households and businesses.

And weflip, an automatic switching service that helps people save time and money by flipping them onto better energy tariffs, uses technology to bring a new, hands-off approach to staying on great deals, forever.

GoCompare embraces diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.

Benefits

GoCompare offer a competitive benefits package including:

  • Flexible working hours
  • Bonus
  • 25 days holidays plus bank holidays
  • Birthday day off
  • Death in service
  • Matched pension (up to 6%)
  • Private medical cover
  • Buy and sell holiday options
  • Extra holidays for length of service
  • Share save scheme
  • Enhanced maternity and paternity policies
Go for it
Salary:

Competitive plus excellent benefits

Location:

Newport

Job Reference:

gocompare/TP/2632/219

Closing date:

10th August 2019

Contract type:

Full time

Contract details:

Permanent

Working hours:

up to 37.5 hours per week

Go for it