Pearson Sr Manager Customer Experience Insights in London, United Kingdom

Sr Manager Customer Experience Insights


Pearson’s global marketingorganization leads on the marketing strategy for our business. By leveragingglobal centres of expertise in brand, research & insights, marketingexcellence, creative services and go-to-market, we will deliver an integrated,global-local approach that enables marketing to be a growth driver for Pearson.The Global Marketing Research and Insights team is responsible for brand,reputation and customer experience insights, including identifying true driversof customer experience and advocacy.

* Summary of Role:*

Pearson’s Global Marketing Researchand Insights Team is looking for a Customer Experience leader to deliveractionable Customer Experience insights to senior leadership and various cross-functionalbusiness stakeholders (marketing, sales, service, product, etc.). Measures ofsuccess include increase in customer satisfaction, loyalty, and Pearson'scompetitive position, in turn leading to a strong Pearson brand and reputation.

* Main activities / responsibilities* :

The Sr. Manager CustomerExperience Insights will be primarily responsible to ensure the Customer ExperienceMeasurement Program runs smoothly, evolves with the growing needs of thebusiness and, most importantly, provides actionable insights to the business todeliver vital improvement recommendations that are mutually beneficial to thecustomer and the business.


  • Provide relevant and up-to-date reporting and insights to Senior Leadership

  • Monitor, ensure validity of and report on the global NPS metric for Pearson, including Touchpoint and Relationship NPS

  • Work with a small team of managers to:

  • Mine customer data to determine what’s working/ what’s not

  • Identify opportunities for improvement in the Customer Experience

  • Effectively expand and bring on new groups to the Global Customer Experience Measurement Program

  • Work with the ROI Director to determine the financial ROI of Customer Experience

  • Work with business stakeholders to develop an effective closed-loop feedback process:

  • Externally, ensuring high priority customers receive follow ups and enable Pearson to identify root cause of issues

  • Internally, ensuring key stakeholders have actionable findings to drive product, process, policy, service, sales and marketing improvements

  • Influence strategic decisions and directions across Pearson, particularly at Senior Leadership level, to ensure that activities are developed in line with customer expectations and reduce customer pain points

  • Manage program vendor(s) and negotiate contracts

  • Maintain and manage the program budget to ensure fiscal responsibility

  • Work collaboratively with cross-functional teams to ensure needs are met and expectations are set appropriately

  • Keep abreast of key trends in Customer Experience at large

  • Be the team’s key conduit for ad hoc customer experience research requests and work with the Marketing Research team to execute on these requests

* Location & Travel*

  • This position is based inLondon, UK or Hoboken, NJ

  • Expected travel will be10-20% of the time


* Qualifications, experience and personal specification*

The ideal candidate is collaborative, detail-oriented, anddecisive, in addition to having:

  • 10 years of experience incustomer experience research, insights or strategy

  • Be familiar with and a fanof NPS, as well as other customer experience metrics

  • Proven experience buildingand maintain the full NPS System (strategy, measurement, closed loop, etc.)

  • Previous experience takinga collaborative and patient approach to gaining consensus in a global, matrix organization

  • Experience on the clientside of market research a must

  • Experience in customerexperience/ satisfaction a must

  • Strong understanding ofbusiness needs and ability to translate those needs into research objectives

  • Ability to workindependently

  • Project Execution: Abilityto plan, manage, and successfully complete multiple complex projectssimultaneously and in budget.

  • Communication: powerfulinterpersonal skills and ability to use these to influence outcomes bycommunicating with persuasiveness and candour with an engaging and energeticpersonality. Ability to appreciate the diversity of stakeholder interactionsand adapt style and approach accordingly.

  • Judgement: Ability todemonstrate sound thinking when recommending approaches and assessing businessrisks. Makes decisions that balance a variety of factors to achieve an optimaloutcome.

  • Creativity: Ability toapply creative thinking and imagination to campaign development, as well as anunrelenting focus on the target audience.

  • Developing &Leveraging Relationships: A track record of building and sustaining excellentinternal and external relationships. Experience in a global organization anasset.

  • Bachelor’s degree inMarketing, Business, or similar

Primary Location: GB-GB-London

Work Locations: GB-London-80 Strand 80 Strand London WC2R 0RL

Job: Marketing

Organization: Global Corporate Affairs & Marketing

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jul 28, 2017

Req ID: 1712962