Customer Insights Manager

Synapri are currently supporting a globally recognised brand in their search for a Senior Customer Insights Manager on a 9 month FTC (maternity cover).

They are looking for someone with proven experience working in a Customer Support, Contact Centre or Service Ops environment (familiarity with ticket queues, SLAs, AHT, shrinkage, workload routing etc) to build a single source of truth for predictive volume forecasts and capacity/staffing models to move toward proactive operational planning.

This company is a modern tech environment so have a preference to candidates who have worked for recognised brands with similar set ups.

KEY SKILLS REQUIRED

🤹 Expert skills with Looker, having previously built a single source of truth

🤹 Strong understanding of data architecture (BigQuery) to communicate effectively with engineering teams

🤹 Ability to translate complex data into effective strategy and insights

🤹 Knows what "good" looks like when it comes to data excellence and governance

🤹 Customer Support/Contact Centre environment experience

🤹 Confident advocating for system improvements to ensure tools are suitable for business needs

DETAILS

📍 Location: Remote (UK/Europe)

💰 Salary: £65-80k (pro-rata'd)

⏰ Start Date: ASAP

⌛ Duration: 9 months fixed-term contract

This is an urgent role, so please apply ASAP for immediate consideration.