Customer Experience Senior Insights Specialist

Customer Experience Senior Insights Specialist

Join to apply for the Customer Experience Senior Insights Specialist role at Irish Life

Customer Experience Senior Insights Specialist

Join to apply for the Customer Experience Senior Insights Specialist role at Irish Life

• Hybrid role based in our City Centre offices

What we offer

We have embraced a hybrid working model for most of our positions, which means that you can enjoy a balanced approach of working from home for part of the week and working from the office for the remainder of the week.

We offer a comprehensive benefits package including competitive salaries and bonuses, robust Learning and Development support, excellent Defined Contribution pension and comprehensive Wellbeing initiatives and support to name but a few.

Further details on our benefits package can be accessed here Benefits (life-careers.com)

At Irish Life, our purpose is to help people build better futures. Our company values shape everything we do and underpin our vision of being the driving force behind Ireland's financial, physical, and mental well-being.

We believe in doing the right thing—acting with integrity and making fair, responsible decisions. We aim high, setting ambitious goals and find better ways to innovate and improve. Our customers are at the heart of everything we do and we are dedicated to understanding their needs and exceeding their expectations. Achieving this is only possible when we work best together—in a supportive, collaborative environment where every idea and contribution is valued.

Role Overview

As a Senior Insights Specialist working in the Customer Experience Team, reporting to the Insights Manager, you will be required to:

• Understand and interpret patterns in large amounts of research data and information from complex structured data sets – the key source of which is Qualtrics.
• Work with the CX Research agency to feed into the development and continuous improvement of a process that will enable the Customer Experience team to more efficiently mine data, drive sharper insights, enable clearer correlation between datasets and ultimately provide clear guidance to the business to enable the delivery of a continuous improvement in CX scores.
• Create high quality outputs e.g., intuitive tables, Power BI interactive reports, graphs, written reports and infographics to make recommendations that enable key departments to deliver business and commercial success
• Deliver debriefs to all levels of the Irish Life organisation from surveys you have delivered yourself.
• Work and collaborate effectively as part of a Centre of Excellence Research Group function, across other Group functions and with the key Business Divisions, to drive the delivery of an excellent customer experience.

What you will need to be successful in the role

The successful candidate will ideally have:

• 3+ years' experience in a data driven environment – insights & research.
• Experience in a CX market research agency is highly desired.
• Experience in deploying Qualtrics surveys for VOC measurement.
• Knowledge of Customer Experience discipline is required – specifically
• CX metrics and measurement.
• Experience in Financial Services is beneficial, but not necessary.
• Experience working independently with the ability to identify improvements or opportunities.

Skills/Qualifications

Analytical skills:

• Strong ability to understand and interpret patterns in large amounts of research data and information from complex, structured data sets (generally we do not work with raw/unstructured data or construct datasets).
• Strong driver analysis experience.
• Advanced Excel, PowerPoint, Power BI and Qualtrics or like research data tool.
• Attention to detail and the ability to identify improvements or opportunities.
• Experience in and passion for solving Customer Experience challenges and business problems.

Influencing and communication skills:

• An effective communicator with strong interpersonal skills: Exceptional written and verbal communication skills including the ability to tell a story from the data, and present to diverse business audiences.
• A 'service mentality' – strong people ability/working and providing a service to multiple stakeholders.

Critical thinking skills:

• Insight generation: Experience in assessing all available internal and external information to determine what strategies work best or should be applied to improve customer satisfaction and other CX scores and drive commercial growth.

Commercial/business understanding and ability:

• Enabling the delivery of insights that generate opportunities for commercial revenue.
• Ability to learn fast in a demanding environment.
• Self-motivated with experience working independently.
• Commercial outlook on business.

Formal Education Qualifications

• Honours degree in either market research, maths, statistics, science, or equivalent 3rd level qualification.
• Communication and Influencing
• Drive for Results
• Problem Solving and Decision Making
• Team Working and Cross Functional Collaboration

About us

Irish Life is one of Ireland's largest financial institutions with a presence across a range of financial services markets. We are one of Ireland's leading financial services groups with over 1.5 million customers. For over 80 years, we've been helping people to look after their life insurance, pension and investment needs, and more recently their health insurance.

It is a subsidiary of Great-West Lifeco and a member of the Power Financial Corporation group of companies.

We are proud of our culture of developing and supporting the growth and professional development of our people. The focus has resulted in a team of top talent with high standards, positioning us at the forefront of our industry.

Irish Life is proud to be an Equal Opportunities employer. We have created an environment of inclusion and growth to help people achieve their potential, to ensure they can bring their whole selves to work and to feel valued. We celebrate diversity of thought and perspective and want all of our employees to feel valued, respected and supported. We have built a culture that promotes equality and inclusion for all of our current and future employees and strive to ensure that our behaviours, processes and practices are aligned to this culture.

If you require any accommodations during the recruitment process please contact lifecareers@irishlife.ie and we will be delighted to ensure you are fully supported to be your best

The company reserves the right to draw up a shortlist as part of the selection process. The selection process employed will be at the discretion of the Group.

ILGL supports Equal Opportunity.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionCustomer Service and General Business
• IndustriesInsurance and Financial Services

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