Group Head of Customer Insight and Experience
About Shaw Trust
At Shaw Trust we believe everyone has the right to live a decent and dignified life and an opportunity for rewarding work. We are a social purpose organisation challenging inequality and breaking down barriers to enable social mobility.
Having grown from humble beginnings in 1982 in the village of Shaw in Wiltshire, finding jobs for disabled people, today we are a complex and diverse charity committed to employment as the core pathway to a better life. For us being part of the solution is about creating the conditions for this to happen, advocating and delivering services that make a real difference. Working in partnership not competition, we are part of an eco-system of purpose-led organisations, striving for a fairer, more equal society centred on opportunity for all.
Role Purpose
If you enjoy bringing people together, have a strong sense of what is right and always hold yourself to high standards, Shaw Trust is full of people who share your values. Our people, both staff and volunteers, are our greatest strength. Each person at Shaw Trust helps us achieve our purpose, define our culture, defend our values and deliver high-quality programmes. Our people link us to those we support through high quality programmes.
Shaw Trust is looking to appoint a suitably experienced and qualified senior manager to build on our desire to ensure we are a continually improving customer and stakeholder centred organisation that makes key decisions based on rich behavioural insights and analytical data. The Head of Customer Insights and Experience will develop and implement comprehensive tools and strategies that enable quantitative and qualitative data to be transformed into valuable, accessible, and rich organisation insights. These insights are used with, and by stakeholders, for decision making and strategic planning across the organisation and will lead the further development of a customer and stakeholder centric set of outcomes.
The Head of Customer Insights and Experience is also responsible for leading a cultural mindset change programme around embedding a data and insight led approach across Shaw Trust and having customer journeys and experience across all our platforms at the heart of their thinking. The role have the capability to influence and take the Shaw Trust leadership community on a journey of using customer insight and the application of customer experience in everything we do. The desired candidate has an ability to work with leaders across each department to support the embedding of this insights led approach in each area. Being able to create, communicate and bring to life rich action orientated insights from the data is critical in this role.
The role will work collaboratively with the management information and business intelligence team to develop and manage the processes responsible for accurate data collection, processing, modelling and analysis to drive the adoption of data and insight in decision making across Shaw Trust’s different departments. The candidate will ensure data accuracy and consistent reporting by designing and creating optimal processes and procedures for the function to follow. Driving a customer experience focused mindset by using data to understand our customer needs, problem solve and create solutions is also a critical part the accountability for this role. The right person for the job will have a passion for using insight to solve everything from everyday problems to strategic decision making, and be adept at working across multiple projects, teams, and cross functional groups.
Key areas of responsibility and focus
- Use customer segmentation insight to understand our customers and stakeholders behaviour better, understanding their missions and why and how they interact with Shaw Trust
- Drive an enhanced and overarching brand led customer experience from this insight.
- Using qualitative and quantitative customer behaviour insight to work with Shaw Trust colleagues to contribute to the development and support of all forms of content, marketing and sales activity that deliver our objectives within the Strategic Directive: Vision 2030 document.
- Using UX and UI activity, and working with the IT team, bring an insight led approach to the way we develop and evolve all our customer engagement platforms.
Internal Operations and Reporting
- Develop and support the capability, processes and insight generation that gives the Shaw Trust leadership team insight on the performance of our products and services.
- Provide reports to contribute to organisation committee and board meetings across each legal entity in addition to the Group Board.
Organisation Performance
- Support the organisations understanding of our performance by creating, measuring, and communicating appropriate KPIs with insight that allows for a continuous improvement approach to all we do.
- Drives, contribute to and enhances customer experience and commercially viable approach across our activities.
Future gazing, sentiment analysis and product development
- Work with Shaw Trust colleagues to devise and implement new automated processes, and tools aligned to the aim of supporting Shaw Trust to continually improve as a more efficient, more customer-focused organisation.
- Ensure that data and insight are at the heart of the creation, development and evolution of Shaw Trust products and services keeping us commercially agile, relevant, and centred on what matters most to our customers.
Qualifications and Experience required
- We are looking for someone with significant experience in a position monitoring, managing, manipulating and drawing rich insights from qualitative and quantitative digital and customer behaviour and sentiment data
- Proficient and experienced with marketing analytics data, user experience and user interface data
- Understanding of and experience using analytical concepts and techniques: hypothesis development, designing tests/experiments, analysing data, drawing conclusions, and developing rich and actionable insight.
- Working with and creating databases/ dashboards using all relevant data to inform decisions.
- Experience using analytics and insight techniques to contribute to the organisation’s growth agenda, increasing revenue and other key outcomes.
Download the Job Description for full details and Person Specification.
Shaw Trust is committed to creating a diverse and inclusive working environment, where every employee, regardless of their background or lived experience, feels that they belong and can progress in their career. We are Disability Confident Leaders, support the guaranteed interview scheme and use of the government’s Access to Work scheme. Living our values we are keen to reflect the diversity of UK society at every level within our organisation. We welcome applications from all sections of the community including from people with lived-experience and/or knowledge of disability or social exclusion. If you have accessibility requirements and would like information in a different format, email: HRService.Centre@shaw-trust.org.uk to make alternative arrangements.
Shaw Trust reserve the right to close this vacancy early if sufficient applications are received.