Marketing Effectiveness Manager
This is a permanent role with a salary of up to £41,000 plus benefits.
Nest is an equal opportunity employer. We are disability confident committed and encourage applicants from all the nine protected characteristics.
The Customer Insight team are the department’s hub for customer, market and technology insight, research and analysis. It is commissioned by the customer experience teams/other parts of the organisation to undertake the work that gives us customer insight and provides the evidence base for potential changes to the way our product or service is delivered. This team’s responsibilities include:
Designing and delivering a programme of research, including designing and maintaining customer segmentation
Management of “Your Way” member research community
Managing Voice of the Customer research on satisfaction with customer experience
Making sense of key scheme MI and what it tells us about our customer’s interactions with different elements of the scheme
Undertaking digital analytics to understand our customer’s online interaction with NEST
Undertaking thematic reviews and analysis to bring the full range of customer insight together and understand the end to end customer behaviour
Designing and delivering proposition effectiveness frameworks for our key customer segments
Conducting benefits realisation analysis for key product and service changes
Market and competitor analysis
Undertaking usability testing
Working in the Customer Insight team, the primary purpose of this role will be to carry out research programmes designed to monitor and evaluate the impact of our engagement strategy with Nest members. This engagement is carried out primarily by e-mail campaigns which are run by our Member Experience team. These campaigns are designed to give our useful information and / or prompt members into certain actions (and perhaps away from other actions) which will help foster better pension outcomes for Nest members.
The campaigns are targeted at specific groups of Nest members and have a diverse set of objectives, from encouraging people to register their account online to encouraging members to transfer funds from other pots into their Nest account. A specific campaign may include different versions of communications with different types of content (e.g. personalised information via video).
Overall, the prime function of this post will be to support the Member Experience team in planning, executing and deploying e-mail campaigns, and monitoring and evaluating their relative impact, through data and insights captured via Nest internal MI and market research.
The postholder will marshal resources within Nest to organise the various feeds of data for effective campaign monitoring, prepare and present reports evaluating campaign impact, and use learning gathered to make recommendations on how to improve the member campaign activity.
Experience and technical skills
The employee will be able to demonstrate the following experience and technical skills:
- Excellent communication skills and proven ability to engage with a wide range of teams. Ability to deliver complex analysis to high quality under tight deadlines. Strong analytical background having had working experience of both qualitative and quantitative data sets Experience in organising, monitoring and evaluating B2C e-mail campaigns Experience in the financial services, including pensions, is desirable though not necessary Statistics / quantitative analysis qualifications desirable, though not essential Proactive, consumer focused and able to champion customer insight across NEST Able to contextualise research results with business reality to build a broader perspective across a range of issues Familiarity and confidence in using Microsoft Word, Excel, PowerPoint and a range of statistical analysis packages.
Personal attributes required
The role will require someone with the following personal attributes:
- Tenacity to overcome obstacles and barriers and a high level of self confidence Exceptional organisational and project management skills. Exceptional written, presentation and verbal communication skills Excellent analytical skills, with the ability to interpret qualitative and quantitative data from diverse sources to a high standard and “tell the story” that lies within Strong communicator who can influence at all levels Ability to develop strong relationships both internally and with external suppliers. A consultative / confident approach in making insightful business recommendations based on survey data Highly numerate and creative with strong analytical skills
Education, qualification and professional membership requirements
Degree, post graduate or professional qualification or equivalent experience
NEST has a unique culture due to its position of operating as a not-for-profit in a predominantly private sector industry whilst being funded by government. This leads to a high level of scrutiny, reporting and collaborative decision making.
NEST is a relatively young organisation and many of the marketing challenges are related to transforming our business processes from that of a start up to that of a more established operation. For these reasons it is important that holders of this role are comfortable working in uncertainty and attempting to change and alter previous legacy issues.
NEST is part of the largest behavioural economics and social change policy to be implemented in a long time. This context provides a once-in-a-lifetime opportunity to be part of an exciting marketing challenge - positioning a digital self-serve pension scheme in an environment dominated by traditional players and some ‘me too’ brands to provide a ‘public service’ while ensuring commercial sustainability for the business in the long-term.