Role Profile
Purpose of Role
The Group Customer Insights Manager will play a pivotal role in driving customer attraction, satisfaction, and business growth at ISP. By leveraging advanced data analysis techniques, this individual will design and execute a comprehensive customer insights strategy. This role will involve collecting and analysing customer data from various sources, identifying trends and preferences, and translating insights into actionable recommendations. The Manager will manage a team of Analysts and collaborate with a wide variety of stakeholders.
ISP Principles
Begin with our children and students. Our children and students are at the heart of what we do. Simply, their success is our success. Wellbeing and safety are both essential for learners and learning. Therefore, we are consistent in identifying potential safeguarding and Health & Safety issues and acting and following up on all concerns appropriately.
Treat everyone with care and respect. We look after one another, embrace similarities and differences and promote the well-being of self and others.
Operate effectively. We focus relentlessly on the things that are most important and will make the most difference. We apply school policies and procedures and embody the shared ideas of our community.
Are financially responsible. We make financial choices carefully based on the needs of the children, students and our schools.
Learn continuously. Getting better is what drives us. We positively engage with personal and professional development and school improvement.
ISP Group Customer Insights Manager: Key Responsibilities:
- Working with the Group Head of Customer Service, design and execute a comprehensive customer insights strategy, leveraging a deep understanding of quantitative and qualitative analysis.
- Oversee the collection and analysis of customer data from various sources (digital marketing, surveys, social media, websites, customer support tickets, etc.).
- Leverage advanced data analysis tools (e.g., SQL, data visualisation tools) to identify customer trends, preferences, and pain points. Conduct in-depth statistical analysis to uncover hidden patterns and correlations within the data.
- Craft compelling narratives from complex data, translating insights into actionable recommendations for stakeholders.
- Develop data-driven hypotheses and design A/B tests to validate findings andoptimise customer experience.
- Collaborate with key stakeholders, acting as a liaison between the insights team and others to ensure alignment and use of insights in ISP's day to day operations.
- Utilise data visualisation tools (e.g., Tableau, Power BI) to create clear, compelling visuals that tell the story of the data.
- Develop and deliver insightful presentations to communicate findings to various teams, effectively translating technical information for diverse audiences.
- Partner with internal teams to implement data-driven strategies that enhance customer experience and satisfaction. Track and measure the impact of customer-centric initiatives on key business metrics (e.g. enrolment rate, retention rate, NPS,CSAT etc).
- Recommend new tools and methodologies for data analysis to enhance the quality of ISP's insights.
Skills, Qualifications And Experience
- Minimum 5 years relevant work experience.
- Bachelor's degree in business administration, marketing, statistics, data science, or a related field (Master's degree a plus).
- Strong analytical skills with proficiency in advanced data analysis tools (e.g., SQL, Power BI) and statistical analysis techniques.
- Experience in building and maintaining data pipelines to ensure data quality and accessibility.
- Experience of using a varied suite of data sources e.g. CRM, Digital Marketing,
- Finance, Survey Platforms etc
- Strong communication and presentation skills with the ability to tailor messaging for diverse audiences.
- Proven ability to influence and collaborate effectively with cross-functional teams.
- Strong problem-solving skills and a passion for data-driven decision making.
- Experience of the international education sector is an advantage.
ISP Leadership Competencies
You consistently demonstrate and role-model the ISP Leadership Competencies in all that you do:
- Collaboration. Takes an active part in leading their function; is cooperative and a genuine team player, developing positive, supportive relationships with colleagues
to solve problems and maximise opportunities.
- Learning & Getting Better. Continually demonstrates personal commitment and passion for learning and getting better using evidence and feedback, supporting
others in their continual learning, development and growth.
- Innovation Leadership. Is good at creating an environment where ideas for learning initiatives and services are generated and can motivate and inspire others
through the process of creation through to completion.
- Outcome driven. Can be counted on to find solutions. Is consistently looking to exceed goals and is focused on KPIs.
- Resilience. Can deal with setbacks and challenges calmly and effectively.
- Community Focus. Is committed to meeting and exceeding the needs and expectations of our students and their families.
- Integrity & Ethical Management. Has the ability to work ethically and with integrity; helps others feel valued; upholds and models the ISP Vision, Purpose and
Principles.
- Leading & Inspiring Others. Supports, encourages and inspires students, colleagues and teams so that they give their best.
- Understanding People. Is a very good judge of talent, can objectively articulate the strengths and motivations of people inside or outside the organisation.
- Influencing & Communication. Consistently informs, influences and inspires students, parents and colleagues through timely and effective communication.
- Agile. Responds and adapts to changing circumstances; manages and solves problems by providing solutions in a climate of ambiguity.
- Strategic, Commercial & Financial Awareness. Has the ability to apply understanding of the business and industry to improve effectiveness and
profitability.
- Planning & Decision Making. Makes decisions on the best course of action and then plans, organises, prioritises and balances resources to achieve the desired
outcome.
- Diversity & Equity. Has the sensitivity, awareness and skill to understand the values, behaviours, attitudes and practices across cultures that supports all
children and adults to learn and work effectively.
ISP Commitment to Safeguarding Principles
ISP is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
All postholders are subject to appropriate vetting procedures, including an online due diligence search, references and satisfactory Criminal Background Checks or equivalent covering the previous 10 years employment history.
ISP Commitment to Diversity, Equity, Inclusion, and Belonging
ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and retaining high-performing teammates regardless of gender, ethnicity, sexual
orientation and gender expression, age, disability status, neurodivergence, socio-economic background or other demographic characteristics. Candidates who share our
vision and principles and are interested in contributing to the success of ISP through this role are strongly encouraged to apply.
