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JustGiving

JustGiving

JustGiving

JustGiving is the world’s leading platform for charity giving. Our mission is to connect all of the world’s causes with givers who care, from hyper-local community projects to major international charities.

Professional

Location:
Central London, United Kingdom

Posted:
19 Sep 2012

Deadline:
Opportunity has expired

Salary details:
£55k

Employer tags:
Industry:
Tech
Social Enterprise
Esc Factor:
Entrepreneurial Work
Exciting Brand
Social Impact
97dbea8f-6f6d-4e58-bedb-b34d10da4bf3

Voice of the Customer

Seeking a passionate customer evangelist

Central London, United Kingdom

Applicants are required to hold the relevant Visas/Work Permits

Salary details:
£55k

Escape Factors:
Social Impact
Exciting Brand
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JustGiving, the UK’s leading online fundraising platform, is seeking a passionate customer evangelist to ramp up our understanding of the needs and challenges of both our consumer and business-to-business customers.

The role is a pivotal one at the heart of the business where analysis and insights are central to all company decisions.  We are creating a new team with a unique blend of skills that can both unlock insights and tell a fantastic and incredibly useful story via both data and qualitative research.

For this role we need a dedicated voice of the customer specialist with key qualities such as creativity, tenacity, curiosity, plus listening and analysis skills.

This is a full-time contract position based in central London, with the possibility of extending into a permanent position.

This is Initial 9 month contract (with possibility of full-time) based in central London.

About the role

Here are the areas and initiatives you will be responsible for: 

  • Developing and managing key customer insight surveys, tracking satisfaction, effort, and NPS (net-promoter score) for both B2B and B2C customers
  • Analysing data from user surveys and helpdesk
  • Overseeing in-house ‘deep dive’ customer research projects from start to finish
  • Working with academic partners and selected agencies on research projects
  • Pro-actively communicating research results into the business, ensuring insights translate into actions
  • Analysing customer trends and drawing insights from across projects
  • Working with our marketing and media teams to develop insights which can be shared with the press

About you

  • Essential
  • Knowledge of NPS and other customer tracking metrics
  • Experience of conducting online research and surveys
  • Ability to conduct one to one user interviews and moderate focus groups
  • Good knowledge of Excel

Desirable 

  • SQL database experience 
  • Experience presenting at external conferences and seminars
  • Knowledge of Hitwise and other competitive intelligence tools
  • Knowledge of Google Analytics 

Background 

  • Experience of working within the e-commerce or online field
  • Commercial focus
  • Experience working with cross-functional teams including technical teams (web developers,
  • Database administrators, etc)
  • Experience supporting, and presenting to, senior management  
This opportunity has expired
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