Head of Customer Insights

Job Details: z Head of Customer Insights

Full details of the job.

Vacancy Name

Vacancy Name z Head of Customer Insights

Vacancy No

Vacancy No VN296

Employment Type

Employment Type Full-Time

Location

Location Hannover

About Us

Based in Germany

We are looking for candidates who are passionate about improving the Customer Experience by analysing customer insights to help develop Agila to the next stage of growth.

A key part of our transformation is changing the way we view customer feedback and what we do with it. We are very keen to improve the way we respond to customer feedback, how we communicate and resolve customer issues and how we take that feedback and change our approach.

We are looking for an experienced Customer Insight Manager ready for the next step who will lead the way in learning from customer feedback and complaints across Agila as a whole. An experienced manager who knows how to manage and improve a complaints’ process, how to analyse trends in complaints data and how to act upon those trends with key stakeholders and look after a team.

Key Responsibilities

Key responsibilities

Key responsibilities

align and implement customer insights data

• strategy locally and at PPG Group level
• data set standards throughout PPG Group assets
• data exchange standards and procedures
• tools to provide data

acquiring and reporting of

• customer data
• ecosystem customer market data
• pet & breed data
• vet claims data
• Agila customer feedback data

Foster innovation through this data to achieve sustainable competitive advantages

Successful Candidates Will Have

• Expert in Microsoft Excel and Access, including knowledge of Visual Basic for Applications (VBA) and its application for process automation in Excel and Access.
• Confident in SQL, including Microsoft SSMS, SSIS and SSRS.
• Proven ability to balance own workload of competing demands and deliver at pace.
• Strong data visualisation and storytelling skills.
• Proven experience of successfully supporting insights-based projects, where analytics techniques or tools are used to solve business problems.
• Experience of using statistical software packages, such as SAS, SPSS or R Studio, plus Big Data concepts and technologies such as Python, MapReduce, Hadoop, and a desire to learn more in this field.
• Proven experience of collaborative working, including challenging appropriately when required and being personally accountable for delivery when needed.