Job Description
Developing collaborative, strategic partnerships with clients and driving the CX strategy of some of the top brands Contribute significantly to the design and delivery of insight on your CX programmes Develop proven understanding of Kantar’s CX domain offer and commonly used CX measurement metrics and begin to develop an understanding of how to sell in customer experience consulting solutions to clients (such as supporting clients to develop their North Star and improve their CX maturity) Ensure that design rigour is built in for the client (survey sampling, methodology, questionnaire design, analysis planning, data interpretation and insight deliverables). Understand how to get the best out of our CX platform partners (Medallia, Qualtrics) and their solutions and works with technical platform specialists to craft outstanding CX programmes Understand and know when to apply key CX analytical techniques and be confident and creative in how to weave in additional data sources to enrich the insight story being delivered to the client Facilitate synthesis across primary, secondary and client data sources, to extract research driven insight. Works closely with other Centre of Excellence teams, Client Director and Client Leads (TI) to truly blend across the data sources Has strong data confidence and proficiency ensuring insights are evidenced by high quality data and resonate with clients Know where to find reference material and specialists for extra support Builds positive client relationships that enable CX programme success and impact. Takes an active role in client interactions and, where relevant, leads these client relationships Develops strong discovery skills to establish clarity of the client’s brief, priorities and objectives, so that resources are organised to deliver this accurately and efficiently Takes a key role in the delivery of insights to clients, including inputting into how best to deliver insight via our CX platform partners (Medallia, Qualtrics) Supports commercial success within the domain through the application of the strategic offer in design, insights and consulting Supports the CX domain strategic direction through contributing to new business sales Supports Client Director in achieving account/programme level commercial goals and delivery against strategic growth of the offer Role models CX excellence throughout the business Builds & coaches robust specialist teams / Senior Client Execs / Trainee / Client Executives to deliver excellence in design, analysis and consulting Works to the domain best practice ways of working, utilising relevant tools and develops the team in the application of effective processes Builds collaborative and effective relationships with other domains and Platform partners Develops and supports the skills/knowledge of others; providing measurable feedback and driving accountability Develops own skillset and expertise, and continuously looks for ways to optimise Knowledge of the Middle East market is a plus* Arabic speaking is a plus
