Business Insights Manager (Slough,UK / Enfield, USA)
United Kingdom, Slough; USA
Market and Consumer Research
Are you interested in maximising Voice of Consumer insights in the LEGO Group whilst leading and energising a global team?Bring your analytical skills and MI/Business Insights background to the table to help drive consumer-centric decision making and Continuous Improvement across Consumer Services and the entire LEGO Group.
Play your part in our team succeedingLEGO Consumer Services provides world-class support to consumers across the globe in channels such as chat, calls and emails. We are currently on a journey from a traditional contact centre to an engagement centre, where social media engagement, engagement with kids on our own platforms, proactive shopper assistance and two-way engagement at different touchpoints play an increasingly important role.
The Business Insights team within Consumer Services is spread across our contact centres in the UK and Connecticut and its analysts cover responsibilities such as business reporting, financial reporting, NPS analysis, contact quality analysis and voice-of-consumer insights reporting.
Core Responsibilities•You define clear roles and responsibilities within the Business Insights function (currently six analysts) and you lead, engage and motivate all global members of your team, creating a collaborative global team culture.
•You give regular feedback, coach and challenge staff to perform to the best of their ability, and you encourage an atmosphere of personal development at all times.
•You create a Voice of the Consumer programme with your team that provides informative, valuable and actionable insights gained from the contacts received in our Consumer Service department. This includes insights on service experience, brand and product experience, consumer journey, market feedback and similar.
•You share findings and collaborate with stakeholders to positively impact business performance. The output of your team will need to provide useful and actionable insights for a number of different teams inside the department as well as for stakeholders within the LEGO Group, e.g. different regional markets, or the owners of certain brand experiences such as LEGO Shop or LEGO Life.
•You help your team contribute to the company-wide NPS programme by providing insights into NPS scores achieved at the different consumer touchpoints owned by Consumer Services.
•You help your team innovate the way we monitor and analyse contact quality across different contact channels, ensuring we maximise systematic insights on the drivers of contact quality and NPS scores so that the operations and training teams can take relevant action.
•You and your team create high-level management information by analysing global operational and financial and business performance.
•You ensure that all reporting created within your function is relevant, sophisticated, focused, actionable and motivational. This includes continuous improvement of all reporting from granular daily reporting to management-level summary reports.
•You ensure integrity of our data and robust reporting systems. You support the development of reporting tools, platforms and data warehousing to optimize the quality of data and insights gained.
Do you have what it takes?•University degree or equivalent
•Track record of positively impacting business performance through a Business Insights/ MI programme
•Excellent people leadership and collaboration skills
•Proven track record translating complex data into easily digestible and actionable reports, dashboards and presentations
•Excellent communication skills, both written and spoken
•Advanced presentation skills
•Excellent numerical and analytic skills
•Experience in Quality Analysis/contact centre QM preferred
•Experience working with global teams across different time zones
•Availability to travel internationally
•Advanced English, spoken and written
•Second European or Asian language an advantage
Join the global LEGO familyThe LEGO® Group recruits and develops people entirely on merit. If you are confident you have what it takes to succeed in this role – and you share our commitment to creativity, collaboration, and quality – use the APPLY NOW button above or below. Please remember to attach your application and current CV.
BRINGING IT TO LIFE
This is an exciting opportunity for the right candidate to lift the Business Insights function to a new level by creating an even better centre of excellence, energising a global team and driving increasing value for the LEGO Group.
We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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