Customer Insights Director

Reporting to: MD, Customer Value

The Customer Insights Director is role within the Customer Value team, designed to gather customer insights and work with colleagues in presenting these insights towards customer retention and growth.  

Key Objectives

The role of the Bidvest Noonan Customer Insights Director is to proactively increase our customer satisfaction and improve our customer retention by ensuring we collect and respond to information regarding customers. By anticipating and meeting our client needs we improve loyalty, retention, and our ability to have clients as advocates of our business. Strategies will include direct face-to-face customer engagement, sentiment surveys, desktop research, data collection and wider stakeholder engagement which will provide the platform to generate objective reporting on the health of our key relationships, identifying gaps and suggested remedies. The goal is to safeguard our current book of clients & provide a platform for long term relationships and future growth.

Key Responsibilities

• Plan – Participate in an engagement roadmap for the top customer accounts and work with other Customer Value colleagues to identify improvement areas.
• Customer Segmentation - Split customers and audiences into meaningful groups, prioritising decision makers & influencers. We need to understand hierarchy on the client side.
• “The Voice of our Customer” - Develop a strategy to extract the relative information that allows us to confirm the health of the current relationship. A template of Leading Questions (or similar) should be developed.
• Client Meetings - Schedule regular client meetings to maximise engagement & information collection, ensuring we understand customer objectives and pain points.
• Data - Review and extract insights from all data collected.
• Customer Journeys – Map the high impact customer journeys (B2C and B2B) and advise on improvement areas.
• Recommendations - Collate information (quantitative & qualitative) to generate report & recommendations to CEO.
• Retenders - Prioritise those key strategic accounts where it is known that a retender process is imminent.  
• Difficult Relationships - Prioritise those accounts where there is a known difficulty in our relationship with the client or organisation.
• Positive Feedback & Good News - Highlight positive feedback & areas of excellence. Share best practice & high performance.
• Board Reports - Generate concise report to be used in Board Packs at business unit & group level.
• Group Meetings - Present findings and recommendations at business unit & executive level meetings.

Medium - Longer Term Goals

• Digital – Recommend requirements for digitising the Customer Relationship strategy.
• Customer Relationship Dashboard – Develop a Customer Dashboard that will assist leadership with deeper customer engagement and improved retention.

Key Attributes

• Good Communication Skills / Good Analytical Skills / Concise Reporting / Good Industry / Customer Service Background/Team management

Performance Measurements

• Retention Rates
• NPS score trends
• CEO / Executive feedback
• Capturing & recording the Voice of the Customer
• Improvement of customer journeys
• Quality of analysis, recommendations & reporting

Excluded from brief

• General operations & issue resolution
• General retention activity

Note – as this is a new role within the business, the MD, Customer Value reserves the right to amend the brief to match the requirements of the business.

Bidvest Noonan is a team of 27,000 passionate and customer-focused people. We work together to deliver exceptional service and value to customers across the UK and Ireland. We recruit great people to deliver our services and we provide them with the resources, training, and direction they need to do their best work.

We always put people first. Our people are exceptional and go the extra mile to deliver outstanding services. We celebrate and recognise their successes at every opportunity. At Bidvest Noonan, we strive to make each person feel appreciated, engaged, and supported so that they can reach their potential, knowing it has a positive impact on our overall success.

Bidvest Noonan is highly committed to creating an inclusive environment where everyone can feel valued and respected. We are delighted to welcome applicants from our Armed Forces community and people from diverse backgrounds and identities.