Paul AinsworthPaul AinsworthJuly 25, 2019
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6min818

Despite recent headlines on sexism in the workplace, over half of women in a new survey say they feel empowered, well-managed, and fairly treated in their roles.

The Women in the Workplace 2019 study by The Knowledge Academy found that 52 percent of 1,424 women from across all ages and industries said they feel empowered at work, and 54 percent agree they are paid fairly.

When it comes to advancement in the workplace, 59% of respondents are offered training in their place of work, while a further 65 percent are encouraged to attend training of any kind.

There was a positive response to questions on management, with 69 percent of women surveyed said their manager provides the resources needed to succeed, and an even greater 77 percent said their manager helps them to balance their work and personal demands.

Over half (54 percent) of respondents added their manager creates opportunities for them to showcase their work, while 77 percent believe their manager promotes their contributions to others.

Challenges: Survey respondents have highlighted issues that remain of concern in the workplace

However, although the majority of the feedback is encouraging, the survey highlighted challenges to overcome in certain areas.

For example, 69 percent of women feel they have had their judgement questioned in their area of expertise, while 77 percent of women feel they have had to prove their ability in the workplace more than others. Sixty-five percent say they have been addressed in a less than professional way when at work, and the same percentage  feel they have had their work contributions ignored.

To extend their research, The Knowledge Academy spoke with women in the workplace, to better understand their personal experiences. 

Alice Coleman, a 27-year-old Marketing Officer at Aston University, said: “I didn’t find any difficulties finding work in my local region – I think most organisations consider equality and diversity when employing people now.

In my department, there are more women than men, my manager is a woman, and also the head of the department is a woman, which is really encouraging. However, when liaising with other departments, I feel like as a woman – particularly under the age of 30 – it can be difficult to be listened to, or almost ‘taken seriously’.

During equality and diversity training at my workplace, it was noted that there aren’t many women in managerial positions. Although we’ve made progress, I still think there’s a long way to go in making sure that attitudes towards women are the same as men in the workplace.”

Emily Garner (23), a Content Specialist at Blueclaw, added: “I think one of the main things that attracted me to digital marketing was the workplace diversity, as I know many amazing women who hold prestigious positions within digital agencies, including our own.

“I do feel, during my initial job search, I was overlooked in favour of more experienced and primarily male candidates. But in my current role, I wouldn’t say I’ve been held back by my gender. However, I can’t help but think that I’d be more comfortable being assertive and taking control in any scenario, both business and personal, were I a man.”


Paul AinsworthPaul AinsworthApril 2, 2019
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4min1116

London is the global centre for senior Customer Experience career opportunities, new research has shown.

A study by customer insights technology company Feefo was conducted by trawling more than 120,000 job listings from ten leading countries, retrieving senior Customer Experience job roles and analysing them. The research reveals that London, with 2,668 vacancies, has over five times (532 percent) more senior CX job opportunities than the average of 422 for the rest of the world.

The research also shows there is wide fluctuation in the opportunities available in different cities.

The top five cities advertising the most jobs were as follows:

  1. London: 2,668
  2. Seattle: 2,555
  3. New York: 2,344
  4. Toronto: 694
  5. Sydney: 388

Analysis of salaries on offer in both the UK and US for those in senior roles found that in the UK, 33 percent of senior CX jobs offer a salary of £50,000 or higher versus only 25 percent in the States. This could reflect the greater sense of urgency felt in the UK for recruiting Customer Experience professionals.

“Customer experience is overtaking price and product as the number one differentiator for business and in response to this, the CX sector has grown massively in London over recent years,” said Steph Heasman, Director of Customer Success at Feefo.

“The number of senior job opportunities now available is a reflection of the commitment businesses are making to improve the customer journey. To drive this forward, businesses must now consider the transformative role of technology, as maximising the customer journey requires insight as well as human resources.”

The job roles with the highest demand in the UK were:

  1. Customer Experience Manager: 42 percent
  2. Head of Customer Experience: 22 percent
  3. Digital Customer Experience Manager: 15 percent
  4. Head of Customer Insight: 14 percent
  5. Head of Customer Trust: seven percent

The results align with research from the Economist Intelligence Unit, which last year reported that more than one-in-four (26 percent) UK companies have increased investment in Customer Experience by more than 25 percent in the last three years.

The companies advertising the most senior Customer Experience job roles in the UK were:

  1. Amazon: 46 percent
  2. BT: 17 percent
  3. Vodafone: 16 percent
  4. HSBC: 11 percent
  5. Barclays: 10 percent

The findings indicate that while London is placing much importance on CX development and recruitment, the UK as a whole could have some catching up to do. The US has 316 senior roles vacant per million of the working population, and Canada 103, but the UK is a distant third with just 70.

The lack of CX leadership opportunities for the UK compared with the wealth of opportunities in London suggests that not only is the UK’s capital ahead of many countries in CX investment and recruitment, but that it is also ahead of the rest of the country.

Other European countries such as France have a mere of 2.9 (senior CX job vacancies per million), and Germany 6.9. This may well change as the Economist Intelligence Unit predicts investment in customer experience across Europe will increase by 10 percent in the next three years.

 




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