ACCA
ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.
We're currently looking for a Senior Insight Manager on a full time, permanent basis.
This position sits within the Customer Research and Insight team. We are flexible on the location of this role.
The job
Reporting to the CX Insights Lead, on a day-to-day basis, you'll be involved in the following:
Delivering ACCA's global member and affiliate relationship survey, reporting ACCA's progress against KPIs on a regular basis, providing detailed analysis of what's driving Customer Satisfaction and insight-led recommendations on how to further improve the customer experience.
Designing and implementing a programme of research activities; expanding on quantitative and qualitative research to gather insights using user experience research, to support our digital transformation journey.
Analysis and interrogation of research data, incorporating other sources of data and insight (e.g. internal data, adobe analytics, UX insights, industry trends, local market insight) to enrich our understanding of our customer base.
Interpreting and summarising research into a clear story, and presenting key insights and recommendations to a wide range of audiences including the Leadership team and national offices in a clear and engaging way.
Using insights to continually update the customer experience framework and be influential in embedding it into the organisation; ensuring activities to improve customer satisfaction and business performance are aligned to research findings.
Representing the voice of the customer, being a key contributor to steering groups and communities focusing on improving customer satisfaction.
The person
We're looking for someone who is:
a strategic thinker, passionate about understanding and representing the needs, expectations and experience of ACCA's stakeholders - members, affiliates and employers, across multiple sectors and geographies.
curious, eager to dig into the detail to investigate what drives perceptions and behaviours, utilising multiple sources of data and insights to provide a full picture of understanding.
innovative, exploring and implementing new and creative ways to understand customer needs, utilising the latest research developments in AI
a multitasker, with an ability to work across a number of research projects whilst delivering projects to a high quality, on time and to budget
engaging, finding effective ways to articulate your findings to senior leadership and markets, to inspire actions.
influential, rapidly building your ACCA network as you partner and encourage positive change in response to your expert analysis and recommendations.
Proficient in using customer experience tools and software eg Forsta, Qualtrix, Lookback, HotJar and data analysis tools such as SPSS, Q, Adobe Analytics.
We strive to create an environment where you can prioritise your wellbeing and offer a competitive benefits package to help you do this. We provide an employee assistance programme and are proud to offer a financial wellbeing tool to our employees.
We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.
For more information on ACCA, your journey as a candidate and the benefits of working with ACCA please visit our Work for Us page here
ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.
We're currently looking for a Senior Insight Manager on a full time, permanent basis.
This position sits within the Customer Research and Insight team. We are flexible on the location of this role.
The job
Reporting to the CX Insights Lead, on a day-to-day basis, you'll be involved in the following:
Delivering ACCA's global member and affiliate relationship survey, reporting ACCA's progress against KPIs on a regular basis, providing detailed analysis of what's driving Customer Satisfaction and insight-led recommendations on how to further improve the customer experience.
Designing and implementing a programme of research activities; expanding on quantitative and qualitative research to gather insights using user experience research, to support our digital transformation journey.
Analysis and interrogation of research data, incorporating other sources of data and insight (e.g. internal data, adobe analytics, UX insights, industry trends, local market insight) to enrich our understanding of our customer base.
Interpreting and summarising research into a clear story, and presenting key insights and recommendations to a wide range of audiences including the Leadership team and national offices in a clear and engaging way.
Using insights to continually update the customer experience framework and be influential in embedding it into the organisation; ensuring activities to improve customer satisfaction and business performance are aligned to research findings.
Representing the voice of the customer, being a key contributor to steering groups and communities focusing on improving customer satisfaction.
The person
We're looking for someone who is:
a strategic thinker, passionate about understanding and representing the needs, expectations and experience of ACCA's stakeholders - members, affiliates and employers, across multiple sectors and geographies.
curious, eager to dig into the detail to investigate what drives perceptions and behaviours, utilising multiple sources of data and insights to provide a full picture of understanding.
innovative, exploring and implementing new and creative ways to understand customer needs, utilising the latest research developments in AI
a multitasker, with an ability to work across a number of research projects whilst delivering projects to a high quality, on time and to budget
engaging, finding effective ways to articulate your findings to senior leadership and markets, to inspire actions.
influential, rapidly building your ACCA network as you partner and encourage positive change in response to your expert analysis and recommendations.
Proficient in using customer experience tools and software eg Forsta, Qualtrix, Lookback, HotJar and data analysis tools such as SPSS, Q, Adobe Analytics.
We strive to create an environment where you can prioritise your wellbeing and offer a competitive benefits package to help you do this. We provide an employee assistance programme and are proud to offer a financial wellbeing tool to our employees.
We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.
For more information on ACCA, your journey as a candidate and the benefits of working with ACCA please visit our Work for Us page here