Stonewater are now seeking a highly experienced and skilled Head of Customer Insight to lead the Data Team's insight function. As a key member of the Data Team, the Head of Customer Insight will be responsible for developing and executing customer insight strategies that drive business growth, improve customer experience, and inform data-driven decision making.
Reporting to the Director of Software Engineering & Data, you'll implement and develop robust, real time and intuitive approaches to gathering and utilising both Business and Customer Insight to provide the business with meaningful data and intelligence to improve performance and services. You'll advise the business on the use of insight to achieve customer centric service design, supporting implementation of the future operating model with better first-time fix, customer self-serve and predictive actions and build and maintain strong relationships with stakeholders across the organisation to ensure that customer insights are used to inform business decisions.
The ideal candidate will:
- Have a strong background in data analysis, customer insights, and leadership, with a passion for using data to drive business outcomes.
- Have significant experience of embedding business and customer insights within a complex organisation with extensive project management experience and relevant technology skills.
- Have experience and knowledge of good practice sharing, benchmarking and peer engagement regarding the customer voice, customer experience and the key customer journeys.
- Have experience of organisational Performance Management reporting, business scorecards focussing on business insights and added value.
- Have experience of partnering with senior leaders in an organisation and communicating outcomes of customer insights and recommendations both verbally and written reports.
- Be a confident, independent and proactive commercially driven leader with strong management skills and a commitment to excellent external and internal customer service within social housing.
- Have strong influencing and negotiating skills.
- Be an analytical thinker and solution focused - creative and good at problem-solving/ thinking ahead.
Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.
Discover Stonewater:
Stonewater is a leading housing provider. We manage around 39,000 homes, serving 82,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.
Our mission is to provide quality homes and services for people whose needs are not met by the open market.
We're looking for like-minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people's lives.
We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.
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Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.