Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.
Job Description
Lead the Client Insights strategy, transforming data, research, and customer feedback into actionable intelligence to support business decisions and drive continuous evolution of the customer experience.
You will be responsible for structuring and evolving the Voice of the Customer (VoC) strategy, identifying opportunities, prioritizing initiatives, and acting as a champion in mobilizing business areas to address key customer pain points. You must ensure governance of action plans, monitoring their execution, measuring results, and promoting a culture of continuous improvement, collaboration, and data-driven decision-making, contributing to increased satisfaction, loyalty, and sustainable business growth.
Qualifications
What we're looking for in you:
- Bachelor's degree in Administration, Marketing, Economics, Engineering, Statistics, Psychology, Information Systems, or related fields.
- Postgraduate degree or MBA in Customer Experience, Business Analytics, Marketing, Market Intelligence, Business Management, or related areas will be considered a plus. Experience
- Experience in Customer Experience, Client Insights, Market Intelligence, Business Analytics, or Customer Research.
- Experience managing Voice of the Customer (VoC) programs and indicators such as NPS, CSAT, CES, and customer behavior metrics.
- Experience conducting quantitative and qualitative analyses to generate strategic insights.
- Experience managing teams and working cross-functionally with business, product, and operations areas.
- Knowledge of BI tools, CRM, research platforms, and analytics (Power BI, SQL, Qualtrics, Medallia, or similar) will be considered a plus.
Key Responsibilities:
- Define and execute the Client Insights and Voice of the Customer (VoC) strategy, consolidating information from research, support channels, customer journeys, and other touchpoints.
- Generate analyses and strategic recommendations that support the evolution of customer experience, products, and processes.
- Monitor experience indicators such as NPS, CSAT, CES, complaints, churn, and other metrics related to customer perception and behavior.
- Identify trends, opportunities, and root causes through quantitative and qualitative analyses.
- Partner with Product, Sales, Marketing, Customer Support, Customer Success, and Technology teams to transform insights into action plans and concrete improvements.
- Develop executive dashboards and presentations that support decision-making and strengthen a customer-centric culture.
- Lead the Client Insights team, promoting technical development, innovation, and analytical excellence.
Continuous Improvement:
- Continuously evolve the processes for capturing, analyzing, and disseminating the Voice of the Customer.
- Structure mechanisms to measure the impact of implemented initiatives on customer experience.
- Promote the use of analytics, artificial intelligence, and automation to expand analytical capacity and anticipate trends.
- Disseminate a customer-centric culture, encouraging data-driven and evidence-based decisions across the organization.
Additional Information
Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
Experian Careers - Creating a better tomorrow together
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