Customer Insight, Voice and Influence Manager

Amplius • Permanent • Rushden, North Northamptonshire, England, United Kingdom • £53.20k / year • 1w ago

Customer Insight, Voice and Influence Manager

Hybrid - Milton Keynes, Rushden, Peterborough or Boston office

£53,200 per year

Permanent, Full-Time

Do you have experience using customer insight, data and engagement to improve services? Join Amplius as our Customer Insight, Voice and Influence Manager and help shape how we listen to, understand and respond to our customers.

You’ll lead the delivery of our Customer Influence Framework, working with teams across the organisation to turn insight into meaningful improvements, stronger customer experiences and better outcomes.

Salary: £53,200 per year

Contract: Permanent, full time

Your week: 36.25 hours - Monday to Friday 9am to 5.15pm

Location: Hybrid with a weekly presence in our Milton Keynes, Rushden, Peterborough or Boston office

Please Note: Travel will be required across all Amplius offices

You can read about our fantastic colleague benefits here - Amplius colleague benefits

Snapshot of your role

Lead the delivery and continuous improvement of Amplius’ Customer Influence Framework, embedding a customer-focused and insight-led culture across the organisation.
Develop customer insight frameworks, segmentation models, dashboards and analytical tools to support strategy, service design and decision-making.
Translate customer feedback, data and trends into clear recommendations that drive service improvements and better customer outcomes.
Develop inclusive approaches to capture customer voice, supporting co-design, scrutiny and participation activities across customer groups.
Ensure compliance with regulatory requirements, including Consumer Standards and Tenant Satisfaction Measures (TSMs), through effective data collection, analysis and reporting.
Build strong relationships across Amplius and with external partners to embed customer-led approaches and promote best practice in insight and engagement.

What we’re looking for

A professional housing qualification at CIH Level 4 or equivalent.
Significant experience in customer insight, engagement or service improvement within housing, public or regulated sectors.
Strong knowledge of customer segmentation, insight frameworks and engagement methodologies.
Experience delivering insight, reporting and dashboards to influence strategic decision-making.
Ability to interpret complex data and customer feedback to identify opportunities and deliver practical service improvements.
Strong analytical, communication and stakeholder management skills, with a customer-focused, proactive and collaborative approach.

Important - DBS clearance and right to work in the UK are essential requirements for this role. We do not provide sponsorship.

Please read the attached Job Description before applying so you get the full scope of the role.

We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.

If you have any questions, please contact the Amplius Talent Team and we’ll be happy to assist you.

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