Customer Strategy and Insight Manager - CX

We go beyond the obvious, using intelligence, passion and creativity to inspire new thinking and shape the world we live in. To start a career that is out of the ordinary, please apply...

Job Details

Customer Strategy and Insight Manager – CX Domain

London / Hybrid

We’re the world’s leading data, insights, and consulting company; we shape the brands of tomorrow by better understanding people everywhere.

Our Insights colleagues are the masters of using data to resolve challenges. They help brands define what they should stand for, how to reinvent and renew their offer, how to better reach audiences, and how to win with consumers and customers. By collecting substantial data from across the world, they blend human expertise with technology, making sure we can deliver innovative insights to brands everywhere.

ROLE:

Our CX Strategy and Insight Managers immerse themselves in their client’s worlds to really understand the experience they provide their customers in order to help them identify paths to growth. 

You will work closely with clients to understand their business objectives and craft the most appropriate CX solution to meet these objectives. You will already be working towards becoming a recognised CX specialist in CX design and insight delivery, as well as building your knowledge of how to leverage CX consulting solutions. Your ultimate goal is the delivery of high quality, story led CX insights and recommendations that will enable clients to improve their customer experience strategies.

All this in an encouraging, positive, proactive, buoyant business with excellent career development opportunities, where you can expect to be positively rewarded for the results you deliver.

KEY OUTCOMES

• Developing collaborative, strategic partnerships with clients and driving the CX strategy of some of the top brands
• Contribute significantly to the design and delivery of insight on your CX programmes
• Develop proven understanding of Kantar’s CX domain offer and commonly used CX measurement metrics and begin to develop an understanding of how to sell in customer experience consulting solutions to clients (such as supporting clients to develop their North Star and improve their CX maturity)
• Ensure that design rigour is built in for the client (survey sampling, methodology, questionnaire design, analysis planning, data interpretation and insight deliverables). 
• Understand how to get the best out of our CX platform partners (Medallia, Qualtrics) and their solutions and works with technical platform specialists to craft outstanding CX programmes
• Understand and know when to apply key CX analytical techniques and be confident and creative in how to weave in additional data sources to enrich the insight story being delivered to the client
• Facilitate synthesis across primary, secondary and client data sources, to extract research driven insight. Works closely with other Centre of Excellence teams, Client Director and Client Leads (TI) to truly blend across the data sources
• Has strong data confidence and proficiency ensuring insights are evidenced by high quality data and resonate with clients
• Know where to find reference material and specialists for extra support

KEY CAPABILITIES

• Builds positive client relationships that enable CX programme success and impact. Takes an active role in client interactions and, where relevant, leads these client relationships
• Develops strong discovery skills to establish clarity of the client’s brief, priorities and objectives, so that resources are organised to deliver this accurately and efficiently
• Takes a key role in the delivery of insights to clients, including inputting into how best to deliver insight via our CX platform partners (Medallia, Qualtrics) 
• Supports commercial success within the domain through the application of the strategic offer in design, insights and consulting
• Supports the CX domain strategic direction through contributing to new business sales
• Supports Client Director in achieving account/programme level commercial goals and delivery against strategic growth of the offer 
• Role models CX excellence throughout the business
• Builds & coaches robust specialist teams / Senior Client Execs / Trainee / Client Executives to deliver excellence in design, analysis and consulting
• Works to the domain best practice ways of working, utilising relevant tools and develops the team in the application of effective processes
• Builds collaborative and effective relationships with other domains and Platform partners
• Develops and supports the skills/knowledge of others; providing measurable feedback and driving accountability 
• Develops own skillset and expertise, and continuously looks for ways to optimise

Why join Kantar?

We shape the brands of tomorrow by better understanding people everywhere. By understanding people, we can understand what drives their decisions, actions, and aspirations on a global scale. And by amplifying our in-depth expertise of human understanding alongside ground-breaking technology, we can help brands find concrete insights that will help them succeed in our fast-paced, ever shifting world.

And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We’re dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you’re not an exact match, we’d love to receive your application and talk to you about this job or others at Kantar.

#LI-GZ1 #Li-Hybrid

Location

London, South Bank CentralUnited Kingdom

Kantar Rewards Statement

At Kantar we have an integrated way of rewarding our people based around a simple, clear and consistent set of principles. Our approach helps to ensure we are market competitive and also to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver. 

We go beyond the obvious, using intelligence, passion and creativity to inspire new thinking and shape the world we live in. Apply for a career that’s out of the ordinary and join us. 

We want to create an equality of opportunity in a fair and supportive working environment where people feel included, accepted and are allowed to flourish in a space where their mental health and well being is taken into consideration. 

We want to create a more diverse community to expand our talent pool, be locally representative, drive diversity of thinking and better commercial outcomes. 

Kantar is the world’s leading data, insights and consulting company. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies, Kantar’s 30,000 people help the world’s leading organisations succeed and grow.