Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Today our methodologies and tools are used to deliver world-class Customer Experience (CX) programmes in Europe, USA and Australia for clients such as Atos, BT, Irish Life, Santander, Serco and VISA. Based in Ireland, Deep-Insight is a small organisation with big ambitions.
Role Overview
Plan and manage Customer Experience (CX) and Employee Engagement (EE) feedback projects, with a focus on building and solidifying relationships with clients, achieving the highest levels of customer success and excellence in project delivery.
The role covers all aspects of delivering CX and EE solutions to our customers, from managing online surveys and interpreting results, through to consulting our customers in running workshops and advising senior executives on strategic initiatives throughout their organisation. The candidate must be comfortable working as part of a small but fast paced delivery team.
CX Project Ownership
- Can quickly establish close working relationships with individuals across all levels and effectively influence without authority
- Strong personal credibility and counselling skills
- Understand the client’s business and its needs
- Strategic thinking around the client’s organisation and data segmentation
- Break down complex problems in a simplified way, articulate recommendations clearly and prescriptively, and effectively handle objections
- Run workshops and training sessions with clients to achieve full organisation engagement, from leadership teams to account management
- Can switch seamlessly between big picture thinking and detailed execution
CX Project Delivery
- Independently deliver the full life cycle of each project: project initiation, onboarding client’s organisation, stakeholder analysis, project planning, project managing and monitoring, reporting and (on-site) presenting project deliverables, ongoing client management
- Communication and Coordinating: managing project team with focus on execution and prioritization with a sense of urgency of all project tasks related to successful project delivery, ensuring project objectives are met and results are presented with a high degree of professionalism, in a timely manner
- Providing ongoing support to all clients between projects
- Can quickly establish close working relationships with individuals across all levels of client organisations
- Data orientated: understand and analyse data and to transform survey feedback into strategic recommendations for each project
- Technical abilities – responsible for all technical aspects of the project including survey and dashboard setup
Essential Skills
- Strong project management, coordination and planning/scheduling skills
- Strong time management and ability to prioritise
- Proficient in using technology as a tool to maximise productivity and ensure data accuracy
- Ability to use and incorporate new tools and technology quickly
- Excellent critical thinking and attention to detail skills
- Excellent communication skills – visual (PPT), written and verbal
- Effectively manages multiple and sometimes competing priorities
- Is comfortable switching between working independently and in a self-directed manner, to working closely with team members
- Is comfortable with high level of transparency of work and eager to contribute to processes improvement
- Proficiency in MS Office suite essential, especially PowerPoint, Excel and Access (or any other database management tools)
The following skills would be an advantage, although training will be provided
- Experience using any online survey tool/ virtual workshop tool (experience with Confirmit platform would be an advantage)
- Experience in transforming structured data into meaningful strategic messages
- Experience in running workshops and training sessions
- Experience in engaging with clients in consultative strategic discussions
- Experience in assisting in the planning and delivery of client workshops
Benefits:
- Competitive Salary
- Flexible working hours
- Hybrid Working Model
- Health Insurance Scheme
- Pension Scheme
To apply please send your application to careers@deep-insight.com.