Customer Insight and Innovation Manager 50,000 - 55,000Leeds / Hybrid (3 days on site)A growing and flexible business that will offer the autonomy to drive real change to the customer journeyClient DetailsPage Group are working in partnership with a longstanding client on the appointment of a new Customer Insight and Innovation Manager. This is a newly created role focused on improving the customer journey across all touch-points and business areas.Based in Leeds, our client is a true advocate of hybrid working, with 3 days in the office, 2 from home on offerDescriptionLead on all customer journey mapping activities, identifying improvements for customer touch-points and systems enhancementsAnalyse, interpret and share customer insight across the business to place the customer at the centre of service improvements and changes being madeIdentify areas to improve process and procedures, creating business cases for change, following though to delivery and implementationLead a portfolio of strategic incentives including digital evolution, Contact Centre Channel and Systems Implementations / Improvements, CSAT and NPS programmesDevelop and implement a number of customer focused policies that meet both the customer and business needsWork with outsourced / off shore service providers to deliver positive developments on how they interact and service the end customersDrive customer satisfaction scores across the business, taking corrective action where requiredOwn and develop ..... full job details .....