Customer Experience Specialist - 6 Month fixed term contract

Insights is a Learning and Development company which aims to change the world through the power of self-awareness.

Our core purpose is to create a world where people truly understand themselves and others and are inspired to make a positive difference in everything they do. Like any brilliant team we’re made up of different people. A career at Insights is about welcoming people for who they are, and supporting their journey towards whoever they want to become.

Across the globe our products help people see themselves and others in a new light, to spark stronger connections in our workspaces and beyond. It all starts within. We're always making sense of ourselves - evolving as we move through life. Discovering our own minds means we're committed to constantly expanding them. And we want to shout about it. We love what we do, and we have fun doing it. That's what makes the magic of Insights. We work in a space where everybody belongs, where you can be unapologetically you.

As a Customer Experience Specialist, you’ll play a vital role on the front line of our customer relationships. Working within a focused service pod, you’ll be responsible for delivering brilliant day-to-day support that wraps around the needs of each customer, ensuring every interaction reflects our commitment to a proactive, insight-led experience. You’ll bring processes to life by managing learning events, facilitating order processing, resolving customer queries, and providing personalised support across every touchpoint, from onboarding to ongoing business. You’ll also be a system champion and a source of calm confidence for our customers and internal colleagues alike. This role is about building strong relationships, supporting key customer journeys such as onboarding, spotting opportunities to add further value, and working collaboratively to ensure every customer feels valued, supported, and inspired.

What you will do to succeed

Customer Experience Excellence

• Deliver a proactive, responsive, and human-centred service that aligns with our Customer Experience strategy.
• Take ownership of customer interactions and be empowered to make decisions that prioritise what’s right for the customer, balancing process with practicality.
• Coordinate and support learning event logistics, order processing, customer queries, and reporting.
• Support critical customer journeys such as onboarding, ensuring a smooth and engaging experience that sets customers up for long-term success.
• Champion the voice of the customer by owning resolutions and following through with excellence.
• Identify opportunities for upselling or cross-selling, ensuring these are followed through in collaboration with Sales and Customer Success colleagues to deliver measurable commercial outcomes.

Pod-Based Support

• Work as part of a high-performing pod aligned to a region, set of customers or accounts, enabling more personal, relationship-based support.
• Collaborate closely with Customer Experience Team Leaders and Manager, Sales Account Managers, and regional colleagues to deliver wraparound service that reflects a globally consistent, locally loved model.
• As part of the wider Customer Success function, you’ll contribute to a shared service mindset stepping in to support colleagues and customers across teams and geographies where needed.

Systems, Data & Process

• Maintain accurate customer and order data within our platforms (e.g. D365), ensuring records are timely, true, and complete.
• Monitor shared mailboxes, resolve or escalate issues, and support day-to-day operational service levels.
• Analyse and interpret basic data to track customer needs and support continuous improvement.

Creativity & Collaboration

• Spot inefficiencies and process challenges and contribute ideas to enhance the customer experience.
• Translate customer insights into opportunities for added value whether through improved service, additional products, or wider solutions helping customers get the most from their relationship with Insights.
• Collaborate with colleagues across Customer Experience and beyond to co-create innovative solutions.
• Embrace a growth mindset, adapting to change and continuously seeking better ways of working.

What You’ll Do as a Team Member

• Actively contribute to a high-performing team culture by supporting colleagues, sharing ideas, and celebrating success.
• Take accountability for your own workload, performance, and development.
• Engage with regular coaching and development conversations to improve your skills and impact.
• Step into support team members across time zones or regions where capacity or priorities require additional help.

Success Measures

• High levels of customer satisfaction (CSAT/NPS) across all touchpoints
• SLA achievement, including first response time and resolution time
• Accurate and timely data entry, order processing, and event logistics
• Active contribution to service improvement initiatives and shared best practices
• Positive feedback from internal stakeholders and collaboration across pods and regions
• Evidence of value-add through upselling/cross-selling opportunities identified and converted into commercial results

How you will show up

• Customer-first mindset: You genuinely care about delivering brilliant service and ensuring every customer feels valued and supported.
• Empowered and accountable: You take ownership of interactions and outcomes, balancing process with practical decision-making.
• Collaborative team player: You thrive in a pod-based model, sharing knowledge, supporting colleagues, and celebrating collective success.
• Adaptable and resilient: You remain calm under pressure, embrace change positively, and find solutions even when challenges arise.
• Curious and proactive: You seek to understand customer needs, spot opportunities to add value, and suggest improvements to make things better.
• Commercially aware: You maintain a keen eye for cross-sell and up-sell opportunities, ensuring customer conversations are both value-driven and aligned with business outcomes.
• Clear and engaging communicator: You convey information with warmth, professionalism, and clarity across written, verbal, and virtual channels.
• Growth mindset: You’re open to coaching, development, and feedback, always looking for ways to learn and improve.

What you are great at

• Experience in a customer service or coordination role, ideally in a fast-paced or global environment
• Passion for delivering an exceptional customer experience through every interaction
• Excellent communication skills, written, verbal, and virtual • Strong organisational and time-management abilities
• Able to manage multiple systems (e.g. D365, CRM, event tools) and multitask effectively
• Curious, proactive, and solution-focused mindset with a high level of attention to detail
• Comfortable working independently as well as part of a small, tight-knit team
• Ability to adapt quickly to change and bring a growth mindset to continuous improvement

Everyone is welcome at Insights. We’re dedicated to creating a space where you belong — that means accepting you for who you are now and supporting you on your journey towards whoever you want to become.

Our colourful solutions help people see themselves and others in a new light and we love encouraging our diverse global community to experience the transformational power of Insights Discovery. Through listening and learning, we will continue to foster the connections that matter to build a more inclusive culture.

It is in our nature to nurture. We have developed an organisation which puts care for our people, inclusion, belonging and wellbeing at the heart of our approach. We’re strengthened by a community where we work together to co-create a culture that celebrates difference and welcomes everybody.

We love learning. We want to be better tomorrow than we are today and we’re up for the journey. Unapologetically human, undoubtedly individual. Colourful to our core.

Read more about inclusivity at Insights via the vacancy page on our website: https://www.insights.com/inclusively-insights/