Digital Insights Lead

7 months ago

Cape Town, South Africa Collinson Full time

**Permanent**

**London or South Africa**

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

**Purpose of the job**

A Digital Insights Lead - for new product in B2B is a critical role responsible for collecting and analyzing client and customer feedback and using it to inform digital product and marketing strategies. This individual is responsible for developing and implementing a VOC program, and for leading cross-functional teams to ensure that customer feedback informs decision-making.

The purpose of this role is to develop and lead an insight capability to enable the B2B Team to understand product performance, and customer challenges, needs, and desires to drive product and service improvement and innovation.

Working alongside our colleagues in Customer Experience, User Experience, Analysis & Insights, and Strategy & Insights, you will develop and oversee a metrics-based customer insight framework that allows us to get closer to our customer throughout their entire journey, and ensure our understanding of end-user need is fully evidence
- based and measurable. This will be primarily via customer feedback through our existing customer-facing channels, and through the establishment of web and product analytics.

**Key Responsibilities**
- Customer Feedback Collection: Develop and implement methods for collecting customer feedback, such as surveys, focus groups, and customer interviews, and use this information to understand customer needs and preferences.
- Data Analysis: Analyze customer feedback data to generate insights into customer needs, preferences, and behaviors, and use this information to inform product and marketing strategies.
- Customer Insights: Communicate customer insights and feedback to stakeholders, including senior leaders, business units, and customers, to ensure that these insights inform decision-making.
- VOC Program Management: Manage the VOC program, including developing and implementing methods for collecting and analyzing customer feedback, and using this information to inform product and marketing strategies.
- Cross-functional Collaboration: Lead cross-functional teams, including product managers, engineers, data scientists, and designers, to ensure that customer feedback informs decision-making.
- Stakeholder Communication: Communicate regularly with stakeholders, including senior leaders, business units, and customers, to ensure that the VOC program meets the needs of all stakeholders.
- Industry Trends: Stay current with industry trends and emerging technologies related to VOC and customer feedback, and incorporate these into the VOC program.
- Work alongside customer experience managers, the User Experience Team, the Strategy Manager, product managers, and product owners to ensure that customer needs are being addressed.
- Work with product management to promote data-driven prioritisation.
- Establish reporting mechanisms using our CRM system, to ensure feedback from across the organisation is understood and embedded into product and service development.
- Develop direct customer engagement activities internally and with key strategic partners

**Knowledge, skills and experience required**
- Solid understanding of user interactions and pathway analysis; funnels, retention and return rates and optimisation of user journeys.
- You should un

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