Senior Data and Insights Manager

ISS connects people and places to make the world work better. Are you ready to connect to a place where you belong? At our corporate facilities or at client sites – together, we make places while transforming businesses into having even more positive impact on societies, the environment, and our people.

Main purpose of the role

To ensure that ISS’ customers have a great experience, we are looking for an experienced and detail-oriented (Senior) Data and Insights Manager, who will be responsible for the development and execution our Voice of the Customer program. This includes the complete process from developing and optimizing relevant customer datasets (e.g. withing CRM and other ISS systems), as well as develop and execute various research techniques to deliver actionable, valuable & valid customer insights to internal and sometimes external stakeholders.

In this role, you will serve as a strong champion and advocate for ISS’ customers voice, and your work will utilize insights to transform into recommendations for improving the customer experience and our service delivery at a global scale. Through data and insight this role ensures high-end service delivery and a proactive customer strategy to drive customer satisfaction and growth.

As our new (Senior) Data and Insights Manager, you will be responsible for driving global engagement among global data and insights peers across ISS. You will lead efforts to build an international ISS insights community that supports each other and shares ideas and concepts. In addition to fostering a global insights community, you will be responsible for enabling ISS’ commercial strategy to be driven by  powerful business-oriented customer insights through both physical and digital channels, with the purpose of growing customer engagement and relationships. We are searching for an experienced candidate and offer seniority in this role to relevant candidates that fit the background best.

What You Will Do

• Develop and execute various customer insights methodologies and provide insights-based suggestions and activities through the collection, processing and analysis of data from internal and external sources such as segment data, customer needs, sales data, and digital analytics.
• Develop and lead global customer insights strategy, including global priorities, goals, and KPIs.
• Lead the development and execution of the Voice of the Customer program activities.
• Analyse customer journeys, optimize processes, and promote products to increase engagement.
• Identify future segment and market trends, customer needs, and behaviours.
• Collect and analyse existing market and customer data to understand customer behaviour.
• Build our global customer insights community.
• Connect multiple different data teams and data sources to create deeper insight.
• Enable cross-team collaboration, including aligning on customer needs, pains, responsibilities, methodology, and coordination mechanisms.
• Collaborate with external stakeholders e.g. research agencies, universities to develop insight.
• Providing input on thought leadership, marketing campaigns and material utilizing insights.

Professional Skills You Possess

• Strong analytical skills, a data driven mindset and a solid commercial understanding ideally developed in large international B2B organization.
• Relevant university degree within e.g. business administration, research, sociology, analytics or similar
• 5+ years of experience in customer insights role and proven track record in developing business-oriented customer insights, translating them to suggestions for business improvement and follow up
• Proficient in NPS and other customer and research methodologies
• Experience with managing research and reporting systems
• Proven experience in developing, managing, and optimizing customer journeys
• Experienced in working with CRM, marketing systems, SEO, and analytics
• Know how to use your analytical skills to translate raw data into insights, and your excellent communication skills make you a knack to translate insights into a compelling, influential story

Personal Skills You Excel

• You have a talent for combining analytical skills and commercial thinking with innovation and creativity and can act as an inspirational source developing engaging and captivating storytelling around customer feedback and insights.
• You speak and write English on an advanced level and are able to communicate and present your thoughts and ideas precisely and convincingly at all levels within and outside the organization.
• A curious thinker with a desire to improve existing processes, along with the aim for delivering positive customer experiences.
• A ‘can do’ mentality, and as a proactive problem solver.
• Solid communication, stakeholder and leadership management skills.
• Engaging team player and are able to manage multiple projects and changing priorities effectively in a complex, fast-paced business environment.

Why ISS

Since our founding in 1901, ISS has been a people-first company. We recognise the power of diversity, inclusion and belonging and celebrate the differences that make us unique. When everyone is free to be themselves, everyone benefits. Our people feel safe, respected, represented, and supported as their authentic selves, allowing them to seize opportunities and reach their full potential. We take seriously our obligation to improve lives, make a difference in our communities, and protect our planet — because when we get things right, the world works better. And that is what drives us.

ISS is a Place to Be You.

Be who you are. Become what you want. Be part of something bigger.

Become more. Become ISS.

How You Can Apply

Apply directly via the link on this page by submitting relevant documents for the position you are applying for. We commit to an inclusive and fair recruitment process and equality of opportunity for all candidates. Therefore, please refrain from adding a photo of yourself in your CV.

ISS seeks to BE a place of belonging and CREATE places where every person is welcomed, embraced, and valued for exactly who they are. Places where people feel safe, respected, represented, and supported as their authentic selves