Customer Insight Manager

Vacancy posted: Tuesday, 11 October 2016

Salary: Band 7 - 31,696- 41,787
Location: Glasgow

Closing date: 25 October 2016
Job ref. no.: IRC9035

Customer Engagement & Development

Location: Glasgow or Edinburgh

37.5 hours per week

National Services Scotland (NSS) provides national strategic support services and expert advice to NHSScotland and other public sector organisations. By developing shared services on a national scale, best-in-class systems and standards, and providing specialist expertise and support, we help our partner organisations work more efficiently and save money. Accountable to the Scottish Government, we work at the very heart of the health service and play an active and crucial role in the delivery of effective healthcare to patients and the public. We employ around 3,600 dedicated and highly specialised staff based in 24 locations in Edinburgh, Glasgow, Aberdeen, Inverness, Dundee and Livingston.

We have an incredibly diverse offering – everything from blood, tissues and cells, through to IT support, project management expertise, health data, counter-fraud services and conference services – to name a few. Details of our organisation’s core services and SBU structure are available from our recently launched corporate website.

We are seeking to appoint a Customer Insight Manager to the recently formed Customer Experience team in the Customer Engagement and Development Directorate. Reporting to the Senior Customer Engagement Manager, you will support the development, creation, implementation and ongoing management of customer research and insight activities to support NSS’s service delivery.

You will manage the establishment and maintenance of systems and processes for reaching, analysing and interpreting customer, market and competitor intelligence ensuring that  NSS has a robust customer insight capability. You will do this by building effective relationships with internal and external stakeholders, identifying key sources of intelligence and producing insightful and relevant insight for the organisation. You will be the key contact for consultation on customer insight activity.

Educated to degree level or equivalent and preferably with a postgraduate qualification in customer research/insight or equivalent field, you will have significant experience in a research or insight role within an public sector or large complex organisation, and as such can demonstrate sound technical research skills, the ability to interpret and communicate complex data and a dedication to ensuring our customers are at the heart of everything we do.

You will be joining our team in an exciting time in our organisation and will be part of the drive to meet our objective to put the customer at the heart of everything we do.

Our benefits package includes pension scheme, comprehensive range of work life balance policies, occupational health services, learning resource centres and discounted leisure, financial and shopping benefits.

For an informal discussion on the post, please visit the SHOW website for the contact details.

For an application pack please complete the online application form on the SHOW website by clicking the 'APPLY NOW' button. Ref: IRC9035

Closing date for completed applications is 25th October 2016.

Please note that the majority of correspondence is sent by e-mail only, so please check your e-mail regularly (including junk folders).

NHS National Services Scotland is the common name of the Common Services Agency for the Scottish Health Service.

NHS National Services Scotland is an equal opportunities employer.

Candidates with disabilities who meet the minimum selection criteria will be guaranteed an interview.

s1 says:

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