Customer Strategy & Insights, Senior Lead

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company’s current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

Overview:

As Customer Strategy & Insights Senior Lead, you will play a crucial role in elevating the voice of our customers ensuring their feedback, challenges and insights inform our continuous improvement as a fast growth business. In this brand new role, you’ll be responsible for creating visibility and understanding on the experience of our customers ensuring all internal teams have the right data and insights to prioritise their improvement efforts.

Through this role you will play a vital role in furthering Multiverse’s mission to become customer obsessed, supporting our strategies to increase retention for clients and learners in a complex B2B2C organisation. Your work will influence all aspects of our longer term planning as well as working to proactively find and course correct new challenges as they emerge, working in deep collaboration with all product, learning, operations and customer facing teams.

Key Responsibilities:

• You are the source of truth on customer feedback: You understand our client journey deeply and have a regular pulse on changing needs and sentiment from the processes, channels and relationships you’ve built within our GTM org.

1. You have experience taking user insights from 0 to 1 in a scaling org and are energised by both building and optimising practices and standards to ensure consistency,
2. You share regular analysis of client sentiment through the feedback channels you’ve established – sharing concise, solutions-focused insights with key stakeholders across the business to inform improvement efforts using a mix of quantitative and qualitative research methodologies to under stand trends and deepen insights. You’re able to track the impact of these efforts over time.
3. You identify new opportunities for feedback generation and can quickly build solutions to gather insights, constantly striving to deepen our understanding of how our customers experience our product. You have experience optimising for response rates to ensure our data reflects the sentiment of the vast majority of stakeholders.
4. You have a passion for experimentation and testing, always looking for opportunities to stretch and deepen your understanding of our key stakeholders and present considered recommendations on areas of improvement to teams internally.
5. You work collaboratively with internal research teams to uphold our feedback standards and work as a team to inform our understanding and solutions-planning for business critical strategic initiatives eg. retention
6. You elevate customer centricity across the org: You use data and story telling to bring customer stories and feedback to life and inspire the org to action on customer needs
7. You lead complex change management relating to your insights through the business, develop the right framework to quickly identify strategic interventions needed to retain clients proactively

Qualifications:

• You have at least 7+ years direct experience in Customer Experience, Customer Insights, Digital Experience in a B2B/ SaaS company
• You have experience setting up and managing global customer listening programmes, such as NPS programs, Customer sentiment metrics like CSAT, and feedback surveys
• You have experience in analysing and interpreting a mix of qualitative and quantitative data at scale, conducting A/B testing, constructing compelling narratives, and providing recommendations on complex topics
• You have used a variety of survey design and research methods. You have experience applying statistical techniques and working knowledge of statistics concepts. You are comfortable working in Metabase.
• You have experience working with multiple stakeholders, especially engineering teams, to influence change management in a matrix organisation
• You have a strategic and commercial mindset to tie back specific strategies to key revenue metrics
• You embody strong problem solving skills with resilience and determination to deliver results
• You own your own development and role model best practice in everything you do.

How we hire

Benefits

• Time off – 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year
• Health & Wellness– private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill – all in one mental health support
• Hybrid & remote work offering – with weekly visits to the London office and the opportunity to work abroad 45 days a year
• Team fun – weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.

Right to Work

Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service (“DBS”) for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently. 

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