| Job Title |
NHS Customer Insight Manager |
| Apply |
Ring Emma on her direct line 01494 818 037 or you can apply online:
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| Job Description |
Position Title NHS Customer Insight Manager
Site: Head Office Guildford
Business Unit Business Strategy & Innovation
The Customer Insight Manager will lead the customer insight for the organisation via direct contact with NHS decision makers, primary market research and other internal and external data sources to ensure that the environmental scanning and customer needs are understood and shared across the organisation leading to robust customer segmentation and decision making
To achieve success it is critical that the Customer Insight Manager:
- Works transversally across the organisation to draw on customer insights from across all areas of the business
- Has a demonstrated ability to develop and maintains contacts with NHS policy makers and implementers at all levels
- Anticipates future corporate needs and recommends & implements relevant customer insight initiatives, including market research against prioritised customer groups (primary and secondary research)
- Identifies markers of competitive and market trends (benchmarks both within and outside of Pharma) and highlights them with recommendations to relevant stakeholders across the business
1. Anticipates future and current NHS customer and corporate needs and recommends & implements relevant market research
- Develops a detailed understanding of the business priorities of NHS Customers - at National, SHA and Local PCO/Trust levels (customer perspective) and drives the annual customer insight plan to meet the business needs respecting the evolving customer base
- Ensures that customer insights are provided to those within the UK company making decisions on business and investment decisions with recommendations on the outcomes of work completed
- Drives a whole company insight culture putting the customer at the centre of our work and recommendations, benchmarking insight both internally and externally to the Pharma industry
- Sets up an information sharing system to ensure access on information and recommendations across the relevant parts of the business
2. Provides insight and analysis to enable demonstration of return on investment from the implementation of business activities
- Takes a customer approach to business decisions (as opposed to brand decisions) to provide meaningful insight on the investments of sanofi-aventis at the customer level
- Makes recommendations on customer resource allocation (both field and financial) to drive future investment decisions
3. Identifies markers of competitive and market trends and highlights them with recommendations to relevant stakeholders
- Ensures that Pharma industry and NHS customer trends are captured and communicated within the organisation
- Develops a knowledge transfer approach allowing relevant personnel to access results of research and primary analysis in a simple way to drive increasing awareness across the business
4. Drives a customer centric approach to organisational insight and knowledge transfer providing competitive advantage for sanofi-aventis
- Leads the customer centric insight approach for the organisation in respect of NHS Customers
5. Supports activities within Business Strategy and Innovation gathering information from external sources and pro-actively recommending those sources to the B S and I team to provide customer insights which drive decision making across the team
- On an as needed basis completes both primary and secondary research for the BS and I team to inform decision making both within and outside the team
- Proposes methodologies to drive investment decisions both within and outside of the team
INTERNAL
Cross functional collaboration with:
- Effectively network and integrate knowledge from across the BS and I team into the customer insight knowledge capture
- Core Brand teams and researchers to capture customer insights of relevance to the UK organisation and provide expertise on different customer segments
- Core brand MR managers to lead and drive innovative and insightful decision support from a customer perspective
- B S and I teams particularly new products, partnership development, and organisational excellence and innovation to deliver and share customer insights (both primary and secondary market research)
- Global market research to provide UK updates on customer insights and methodology including ways of working in a customer centric way
EXTERNAL
Primary point of contact for:
- Primary and secondary MR and data suppliers
- NHS data sources of relevance
Would be expected to be involved with:
- NHS organisational experts (individuals and groups) to both validate and propose sharing and methodology
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| Person Profile |
Interest in the direction of the NHS and understanding the evolution of the customer base (impact, prioritisation, influence)
- Experience of providing insight at a strategic level with multiple methodologies and a high degree of innovation and a customer centric approach
- Likely to also have completed other strategic Pharma or aligned industry roles bringing new approaches to the company
- May have market research experience, or have worked closely with MR and understand primary & secondary MR methodologies
Must have excellent NHS knowledge & customers with the ability to identify trends across PCT's.
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| Job Package |
Competitive basic salary and benefits package on offer |
