Check with seller Customer Insights Manager Orlando

  • Location: Orlando, Florida, United States



Brambles companies, including CHEP, help move more goods to more people, in more places than any other organisation on earth. Our 330 million pallets, crates and containers are continuously in motion, forming the invisible backbone of the global supply chain and the world’s biggest brands trust us to help them transport their goods more efficiently, sustainably and safely. As pioneers of the sharing economy, Brambles created one of the world's most sustainable logistics businesses through the share and reuse of its platforms under a model known as ‘pooling’. Brambles primarily serves the fast-moving consumer goods (e.g. dry food, grocery, and health and personal care), fresh produce, beverage, retail and general manufacturing industries. The Group employs more than 10,000 people and operates in over 60 countries with its largest operations in North America and Western Europe. For further information, please visit www.brambles.com.

Job Description

Position Purpose

Candidate will lead Customer Insights to continuously deepen CHEP’s understanding of our customers and drive key improvements across the business to enhance the customer experience. This role is responsible for the process and related survey tools that have been created to capture customer sentiment, regarding their business relationship with CHEP. Surveys produced include the NPS Relationship survey in conjunction with the Global Insights team and the USA Monthly Transactional (Customer Effort) survey of inbound call-in customers.

The life-cycle of the Net Promoter (NPS) journey requires compilation of contacts lists, survey launch prep, survey management and analysis of data to synthesize customer insights. It will be critical to possess and utilize “project manager” competencies to encourage stakeholder engagement internally, for the purpose of driving metric-driven improvement of products and services. The objective is to inspire interest in others to identify root cause and lead project teams to produce positive change. This individual must be proficient in statistical tools and methodology.

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