Futures Housing Group is dedicated to achieving effortless customer experiences. Our Customer Experience and Digital Transformation strategies seek to engage with customers, on a much wider basis and across our wider geographical operating area via online and digital platforms. A critical component to our success is how we learn and develop from customer feedback.
We are now looking for someone to lead a new team and be the specialist for the Group on customer data, insight and analytics. This new position will be focused on helping the Group collect, use and understand the data we have about our customers to ensure delivery of our corporate objectives.
Reporting to the Director of Customer Services, you will be expected to facilitate and expedite our strategic aims for digital self-service, which is both effortless for customers and ultimately reduces our service costs. You will develop a reliable and consistent method of capturing customer feedback across all frontline services to map and understand their journey.
We need someone who can hit the ground running and develop the team. You will have practical experience of producing analytical data, research design and customer segmentation. Able to understand the minutia of data you will have the ability to explain it in a way others can understand.
To be successful in this role, you will be able to manage multiple initiatives, meet conflicting demands and be able to handle pressures of meeting targets and deadlines. This is a new role which offers the opportunity to create and shape a brand new team and influence the future of our customer offer.
As well as a competitive salary we offer a number of benefits. Our offer includes;
Excellent paid holiday allowance. In addition to bank holidays, 30-days holidays and 3-days over Christmas when our offices are closed.
Agile working arrangements. We trust people to manage their time and to focus on output; so if you need to work from home to finish a project or come in late after dropping the children at school, feel free to do this.
Investment in your development. We want you to be part of our Leadership Academy and will also sponsor any relevant external training courses and conferences you need to attend.
For further details on our benefits package, including our contributory pension scheme, please get in touch with our People Team.