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Head of Customer Insight
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Customer Insight Lead
Social housing | Hybrid, Liverpool | £60,000
Turn data that is rich but siloed into something the whole business can make decisions on.
The organisation holds plenty of rich information on its service users: contact reasons, complaints, repairs history, satisfaction survey results, digital journeys. It sits in separate places and rarely gets used together. This role brings it into one picture and puts it in front of the people making decisions, across the customer function and the wider business.
What You'll Do
- Bring together what the organisation holds on service users across every channel, digital and otherwise, and turn it into evidence decision makers can use
- Break down the gaps between data sources, so contact, complaints, repairs and survey data get read as one picture rather than several
- Work across the customer function and the wider business: finance, operations, and the board, not just the team that owns customer experience
- Sit on the new residents committee, bringing evidence into a forum where tenants have a direct say in the decisions that affect them
- Keep pace with the regulatory environment shaping the sector and translate what it means for the numbers you own
- Build the case for a decision on evidence rather than instinct, and hold that line in rooms where the instinct is strong
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Our Ideal Applicant
- Objective. You follow the data to its conclusion even when it is inconvenient
- Commercially minded, able to connect service user data to decisions with a cost or a return attached, not only to satisfaction scores
- Has broken down data silos before, and knows what it takes to get different systems and teams working from the same picture
- Understands the regulatory pressures shaping social housing today, and what they mean operationally, not just for compliance reporting
- Comfortable holding data from several sources at once: digital platforms, phone contact, home visits, complaints, surveys
- An individual contributor by choice, confident presenting findings to people well outside the customer function, including residents themselves
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The Package
- £60,000 base salary
- Hybrid, based in Liverpool a few days a week
- Benefits detail shared on application
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