The Creative Group Job - 29583429 | CareerArc
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Company: The Creative Group
Location: Wilmington, DE
Career Level: Director
Industries: Recruitment Agency, Staffing, Job Board


TCG is working with a finance and technologies company that is looking for a senior CUSTOMER INSIGHTS AND EXPERIENCE leader to build and lead the insights and experience team for their consumer lending business. Will work cross functionally with senior leaders and teams across the business to provide consumer insights that help them achieve their goals and deliver the brand. The perfect candidate will have a proven track record of building out customer experience functions and creating a vision and roadmap to build the capabilities and processes. This leader will manage a small team who collectively are responsible for: administering the voice of customer (VOC) program and action plan in addition to capturing and sharing consumer, competitive and market research to drive innovation and business results. Responsibilities include: 1) Partner with team leaders to provide insights and experience recommendations that enable them to reach company goals; working with marketing and operations to shape experiments and identify solutions to resolve negative feedback/customer friction and drive growth. 2) Drive growth and innovation by developing and leading market intelligence practice (includes consumer, competitive and market data and research). 3) Oversee the voice of the customer program, surveys and research and any other customer feedback data collection. 4) Establish and track the metrics for defining the relationship with customers (customer scorecard) and sharing that with the company and key stakeholders 5.) Using NPS tools to use consumer feedback to drive business decisions and guide future experience


The ideal candidate: 10-15 years business experience with 5+ years focused on leading and managing Customer Insight and Experience and driving innovation practices. Experience should include: CX research, market intelligence and research, design thinking methodologies and tools, innovation process, managing a Voice of the Customer program, journey mapping, stakeholder feedback and measurement program and analysis ? Bachelor?s degree in related field, MBA or Master's Degree preferred ? Successful track record building team and leading best-in-class insights, experience and innovation processes ? Ability to understand and use data and analytics to present findings and recommendations ? NPS experience Qualified candidates, please send your resume/portfolio to Only candidates who meet these requirements will be contacted. Not a fit for this job? Connect with me on LinkedIn for more listings and opportunities!

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