Customer Insights & Operations Manager - 12-Month Maternity Cover 

Why Perkbox Vivup?

In an exciting stride forward for both organisations, employee benefits experts Perkbox and Vivup have joined forces to create a world-class benefits, wellbeing, and engagement platform.

With over two decades of combined experience, our goal is to enable more organisations to better support and engage their employees — something which has become essential in the wake of a global pandemic and a hard-hitting cost-of-living crisis.  

From enhancing access to specialist mental health services to helping staff manage the cost of everyday essentials, our combined strengths and best-in-class solutions will create a super partnership that supports employees in all areas of life, at every stage of their career, both in and out of the workplace.

As a combined entity, we can assist more employees than ever before to live and work better through our combined expertise in the public, private, SME, and corporate sectors. Today, we collectively support more than 4 million employees across 7,500 organisations through an enhanced range of benefits and engagement solutions.  Our vision is to create healthy, happy and engaged workforces by reinventing employee benefits. Together, we’re positioned to revolutionise the employee benefits landscape, driving innovation, setting new standards, and shaping the future with transformative solutions that redefine wellbeing.

About the role

As the Customer Insights & Operations Manager, you will be responsible for gathering, analysing, and leveraging customer and client insights to drive data-driven decisions that improve sales conversions, implementation times, product adoption, client retention and customer satisfaction.  

The role partners closely with cross-functional teams including Implementation, Client Success, Client Enablement, Customer Support and Sales to align on strategic initiatives. In addition, you will support teams across the Customer-facing teams and Revenue function with process improvement across the customer lifecycle to help us scale and become more efficient and effective as a team.

What You’ll Be Doing

Customer Insights

• Customer Journey Mapping: Create and maintain detailed customer journey maps, identifying key touchpoints, pain points, and opportunities for improvement.

• Customer Data Analysis: Gather and analyse customer data from various sources (Salesforce, client feedback, NPS, product usage, sales calls) to provide actionable insights to the Revenue teams and the wider business.

• Voice of Customer (VoC): Lead VoC initiatives to capture qualitative insights via surveys, interviews, NPS, CSAT, and other feedback mechanisms and share these with the business.

• Segmentation: Develop customer segmentation strategies to help personalise engagement, onboarding, and support strategies for different customer cohorts.

Operations

• Process Optimisation: Develop and refine operational processes across Revenue teams to ensure scalability and efficiency.

• Tools & Technology: Support the VP of Operations to optimise the tools used by Customer and Revenue teams (Salesforce, Planahat, Intercom, support systems, analytics tools), ensuring data integrity and usability.

• Reporting & Metrics: Work with RevOps colleagues to maintain dashboards and reporting systems to track key performance indicators (KPIs) like churn, client health scores, implementation times and customer satisfaction.

• Cross-Functional Collaboration: Work closely with Product, Sales, and Marketing teams to align customer insights with go-to-market strategies and ensure a seamless customer experience across all touchpoints

What We’re Looking For

• Experience: Experience in Customer Success, Operations, or Insights roles within a SaaS or B2B environment. Experience in HR technology is a plus.
• Analytical Skills: Strong proficiency in data analysis and reporting, with experience in CRM systems (Salesforce, HubSpot, etc.), analytics tools, and customer feedback platforms.
• Process-Driven: Experience in process optimisation, workflow automation, and performance improvement within customer-facing teams.
• Leadership: Demonstrated ability to lead and influence cross-functional teams and manage relationships at all levels of an organisation. 
• Communication: Excellent written and verbal communication skills with the ability to convey complex data insights to both technical and non-technical audiences.
• Client-Centric: Passionate about understanding the customer journey and improving the customer experience.
• Tools: Experience with customer engagement platforms, business intelligence tools, and data visualization tools (e.g. PowerBI) is preferred.

The Interview Process

Our interview process involves 3 main stages:

• Short call with a member of the Talent team
• 30-minute video call with Hiring Manager and one other team member
• Final Interview and task with two members of the team
  
  

Our average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on talent@vivup.co.uk

We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations

We're happy to offer reasonable adjustments during our hiring process. Just let us know, and we'll make it work for you. Your comfort and success matter to us!