Customer Experience Insight Officer
Policy, Business Analysis, Change & Transformation

Can you provide and apply customer insights and understanding to help us deliver the best improvements to the customer experience and to encourage more sustainable travel behaviour? Would you thrive in knowing that what you are working on has far reaching benefits for the people of Greater Manchester? 

 

These are exciting times in Transport for Greater Manchester (TfGM) as we progress towards our vision of making Greater Manchester one of the best places to grow up, get on and grow old.  Massive investments are being made in the Bee-Network; its transport infrastructure and the way that services are delivered, in order to achieve our ambitious targets for inclusive and sustainable travel.  This requires a focus on putting the customer experience at the heart of our approach, to ensure that our projects are effective in achieving change and meeting customer needs. 

 

The Customer Journeys team are seeking a Customer Experience Insight Officer to identify key customer insights and apply these in the development and use of new organisational processes. This will help deliver against the Right Mix objectives set out in the Greater Manchester Transport Strategy 2040. This role will ensure customer-focused interventions are evidence led and supported by robust processes. 

 

Applying your numeracy and collaboration skills you will: commission research; analyse user experience, market and travel data from various sources to produce useable insights. You will then use these when working with operational colleagues across the organisation to influence projects and programmes, and to help embed change through evidence-led new ways of working. You’ll report and track the outcomes and impacts that result to the Customer Function, directors and senior managers.  

 

If you believe you have the skills and experience required, we’d really like to hear from you. When completing your application, please ensure that you provide clear examples against the essential criteria, all appointments will be based on merit.

Role Profile.pdf

 

This is a permanent role with a salary of £34,899 - £39,279 per annum depending on experience. Valuing and rewarding our workforce is important to us which is why we offer a range of fantastic benefits, such as:

·       27 days holiday per annum (plus bank holidays)

·       Flexible and hybrid working options to support a culture of promoting good work/life balance

·       Free bus travel within Greater Manchester

·       Free Rail or Metrolink travel to and from work within the Greater Manchester boundary

·       Generous pension scheme contributions

·       Commitment to learning and personal development and upskilling through apprenticeships

·       Reimbursement of professional fees, where essential to the role 

·       We promote good physical and mental health and can provide additional support to staff via our employee assistance programme when required.

 

We are a Disability Confident employer and offer support and reasonable adjustments as required.  We also have a Guaranteed Assessment Scheme for candidates who declare a disability; are aged 24 or under who have previously been or currently are in care; and where the Armed Forces was their last long term substantive employer; where they meet the minimum criteria for the role.

 

TfGM (or we) is an equal opportunities employer that cultivates and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve.  Whatever your background and identity. We are committed to making our recruitment practices as inclusive as possible for everyone.  We encourage and welcome applications from all backgrounds and are particularly keen to encourage applications from women, members of ethnic minority groups and people with disabilities who are currently under-represented within our workforce. 

 

For more information please visit - www.tfgm.com/careers

Location
TfGM Transport for Greater Manchester (Piccadilly Place)
Vacancy Description
 

Can you provide and apply customer insights and understanding to help us deliver the best improvements to the customer experience and to encourage more sustainable travel behaviour? Would you thrive in knowing that what you are working on has far reaching benefits for the people of Greater Manchester? 

 

These are exciting times in Transport for Greater Manchester (TfGM) as we progress towards our vision of making Greater Manchester one of the best places to grow up, get on and grow old.  Massive investments are being made in the Bee-Network; its transport infrastructure and the way that services are delivered, in order to achieve our ambitious targets for inclusive and sustainable travel.  This requires a focus on putting the customer experience at the heart of our approach, to ensure that our projects are effective in achieving change and meeting customer needs. 

 

The Customer Journeys team are seeking a Customer Experience Insight Officer to identify key customer insights and apply these in the development and use of new organisational processes. This will help deliver against the Right Mix objectives set out in the Greater Manchester Transport Strategy 2040. This role will ensure customer-focused interventions are evidence led and supported by robust processes. 

 

Applying your numeracy and collaboration skills you will: commission research; analyse user experience, market and travel data from various sources to produce useable insights. You will then use these when working with operational colleagues across the organisation to influence projects and programmes, and to help embed change through evidence-led new ways of working. You’ll report and track the outcomes and impacts that result to the Customer Function, directors and senior managers.  

 

If you believe you have the skills and experience required, we’d really like to hear from you. When completing your application, please ensure that you provide clear examples against the essential criteria, all appointments will be based on merit.

Role Profile.pdf

 

This is a permanent role with a salary of £34,899 - £39,279 per annum depending on experience. Valuing and rewarding our workforce is important to us which is why we offer a range of fantastic benefits, such as:

·       27 days holiday per annum (plus bank holidays)

·       Flexible and hybrid working options to support a culture of promoting good work/life balance

·       Free bus travel within Greater Manchester

·       Free Rail or Metrolink travel to and from work within the Greater Manchester boundary

·       Generous pension scheme contributions

·       Commitment to learning and personal development and upskilling through apprenticeships

·       Reimbursement of professional fees, where essential to the role 

·       We promote good physical and mental health and can provide additional support to staff via our employee assistance programme when required.

 

We are a Disability Confident employer and offer support and reasonable adjustments as required.  We also have a Guaranteed Assessment Scheme for candidates who declare a disability; are aged 24 or under who have previously been or currently are in care; and where the Armed Forces was their last long term substantive employer; where they meet the minimum criteria for the role.

 

TfGM (or we) is an equal opportunities employer that cultivates and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve.  Whatever your background and identity. We are committed to making our recruitment practices as inclusive as possible for everyone.  We encourage and welcome applications from all backgrounds and are particularly keen to encourage applications from women, members of ethnic minority groups and people with disabilities who are currently under-represented within our workforce. 

 

For more information please visit - www.tfgm.com/careers