Customer experience insight leadArcadis (formerly Hyder Consulting)

Arcadis Gen is the new SaaS business from Arcadis, SEAMS and EAMS Group; a start-up framework and culture, backed by a €3bn+ revenue, 27,000-person, 70-country, 130-year-old company. We are bold, dynamic, and disruptive and are revolutionizing the future of digital asset management.
If you are interested in matching the freedom and opportunity of start-up life, with the stability and benefits of a market leading corporation, Arcadis Gen may well be the perfect place for you.
The Opportunity
We are looking for someone to design, implement and lead a Voice of the Customer program with the purpose of driving a customer focused mindset which delivers actionable insights into every aspect of Gen's business.
Reporting directly to our Chief Customer Experience Officer, the CX Insight Lead will be responsible for driving forward a step change in our customer experience. You will own the VoC program, our customer journey maps and associated CX metrics.
You will generate insights and recommendations that will deliver business benefits and continually improve the customer experience across both our service-led and product-led growth models.
What you will do:
Design, plan, implement and lead a highly effective VoC program across our full customer portfolio to drive customer success
Establish the foundations for scaling the VoC program, as we grow and mature
Lead cross-domain collaboration sessions to define and capture our customer journeys and the identification of the key moments of truth
Apply innovative and creative approaches to make it easy for the voice of our customers to be heard, understood and acted upon at the key moments of truth
Identify, implement and champion VoC metrics to drive impact and customer-centric decision making
Collect, measure and analyze structured and unstructured VoC data for the purpose of prioritizing VoC program initiatives
Develop a CX Insights dashboard to help build a 'customer first' culture where insights are easily understood and available across domains to inform decision making
Identify opportunities for improvement through analysis and insights that will enable Gen to deliver an exceptional customer experience
Present findings and insights to all levels of the organization, including our senior leadership team, accommodating the needs of stakeholders to make results consumable
Design and implement a VoC closed-loop framework, collaborating across Gen to develop a delivery plan to fix break points in our customer experience
Serve as the subject-matter expert on VoC insights and tools building a deep understanding of our key customers, customer segments, personas and their customer journeys
Maintain current understanding of industry trends around customer experience metrics and performance
Who are we targeting?
Our ideal candidate will have a strong CX background who will have designed, developed and implemented a VoC program across both service-led and product-led business models.
Must-haves:
Ability to think strategically about VoC and its value across the Gen business
A record of driving business results through CX measurement and insights
Empathy and a rare ability to understand customer needs
Interpersonal credibility, impact and influence to serve as a high profile and high impact 'play maker' for Gen
Experience in successful survey design and a background in qualitative and quantitative research techniques
Analytical insight and data visualization skills with the ability to create compelling stories and recommendations backed by data
Program management experience with a focus on customer experience
Exceptional communication skills to prepare reports, make presentations to executives and business partners
Nice-to-haves:
Degree in business, economics, data analytics or related field
Experience implementing or leading a VoC program within a product-led growth business
Expertise in setting up CX survey platforms or using VoC tools and technology
Knowledge and understanding of statistical principles like correlation, cluster, factor, and regression analysis
Knowledge of, or interest in Applied Analytics, Asset Management, the built environment, and technology
Experience of our direct and indirect competition
You should apply for this role if:
You are passionate about customers and obsessed with capturing customer data and insights to improve customer experience
You are passionate about digital transformation and disrupting industries
You value diversity, hold an entrepreneurial spirit and test the limits of your potential
You attempt the extraordinary, and are motivated to achieve and be better
You are Bold, Agile and Focussed
You are an optimist and believe in always finding a way
You want to play a role on the global stage and influence the future of our industry
The community of the future is a place for everyone, and Arcadis is proud to be an equal opportunity employer. All employment is based on merit and business need.