[Hiring] Customer Experience and Insights Coordinator @ELMO

Role Description

As the Customer Experience Insights Co-ordinator, you will play a critical role in connecting the business to CSC’s Voice of Customer (VoC) program. You will help ensure customer insights are visible, understood and actioned across the organisation by:

• Translating customer feedback and insights into engaging, easy-to-understand internal communications
• Supporting the delivery and administration of the CX internal communications plan
• Coordinating meaningful employee insight forums and activities
• Supporting robust survey governance and administration
• Helping teams understand and act on customer insights to drive continuous improvement across CSC

Your specific duties, deliverables and reporting lines may vary from time to time depending on business needs and priorities. Key objectives and measures will be agreed through the annual Performance & Development planning cycle and adapted as required.

What you will be doing in this role:

• Act as a bridge between the VoC and the broader business by translating customer insights into clear, engaging internal communications for channels such as the intranet and newsletters.
• Partner with internal communications to curate and publish regular VoC storytelling, insights, and themes to build employee understanding and engagement with customer feedback.
• Undertake the administration and coordination of all-staff customer insight forums and other regular business facing presentations.
• Support survey owners across the organisation to review, audit, and maintain their suite of surveys to ensure they are fit-for-purpose.
• Maintain a central view of survey activity to reduce duplication and improve insight quality across the business.
• Support the preparation of simple dashboards, summaries, or insight packs for internal audiences.
• Track actions and improvements resulting from customer insights to help demonstrate impact and value and design how to best circulate these internally to increase CX insight uptake.

Qualifications

• Experience in CX research
• Strong written communication skills, with the ability to translate insights into clear, compelling and easy-to-understand content
• Excellent organisational and coordination skills
• Comfortable working with data and insights, with strong attention to detail and a focus on continuous improvement
• Strong stakeholder management skills, with the ability to work effectively across teams and levels
• Familiarity with survey platforms and basic survey design principles

Benefits

• Flexible work environment, with Hybrid working
• Collaborative, diverse and supportive culture where knowledge-sharing is valued
• Enhanced parental leave policy

How to apply

To apply for this opportunity, please submit your application via the Apply link in this advertisement, including a short cover letter along with your current resume.

To ensure all applications are considered in the review process, we request you to please apply through the advertised links only.

For any other questions about this role, contact [email protected] .