Customer Insight Analyst

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Job description

An excellent opportunity for a Customer Insight Analyst to join one of IT largest service provider in Hatfield

There are 2 positions available:

* 1 x Customer Insight Analyst
* 1 x Customer Insight Analyst (German Speaking)

An excellent opportunity has arisen for a Customer Insight Analyst within the Customer Insight Team to oversee and support the business with the measurement and management of customer feedback through the voice of the customer programme. This is an exciting opportunity based in Hatfield.

Creating value through customer insight. Enabling the business to make informed decisions, implement continual improvement and enhance customer relationships through greater knowledge and understanding of our customers.

Main Responsibilities
* Provide advisory role within specialist area to peer group, business stakeholders and customers
* Participate in and co-ordinate projects relevant to specialist area
* Assess situations, issues and opportunities and escalates when appropriate
* Maintain confidentiality in all business-related matters
* Liaise with colleagues to ensure best practice and continual improvement in delivery of service to the business
* Establishes productive relationships and networks at an operational level to drive continual service improvement and build and maintain customer relationships
* Carries out assigned activities of the Voice of the Customer Programme designed to measure and improve satisfaction and loyalty. (Survey Design, Deployment, Reporting, Analysis, Action Management)
* Operates compliment and complaint management for the UK. Allowing the business to identify root causes and implement effective continual improvement at a tactical and strategic level
* Actionable results and trends collated, analysed and provided to the business to make informed decisions, make continual improvements to service, and enhance customer relationships (retention, renewals, referrals)
* Responsible for the adoption within the business of Customer Insight best practice and processes to ensure consistency of service
* Act in accordance with the business Information Security Policies and report any potential or actual Security events or other Security risks to the organisation

The Ideal Candidate
* Experience of developing best practice policies and procedures for functional area
* Ability to work under pressure
* Good written & oral communication skills, including report writing and presentation skills
* Sound knowledge of the problem-solving process
* Excellent planning and organisational skills
* Analytical with good problem-solving skills
* Project Management skills\/qualifications
* Ability to use Microsoft Office products, especially Excel, Word and PowerPoint at an advanced level
* Experience of managing stakeholders at various levels
* Ability to work under pressure
* Ability to perform statistical\/trend analysis

What you will get in return
A competitive salary + core benefits.
Free onsite parking
Opportunity to learn, grown and progress throughout the organisation.

If this sounds like the right opportunity for you, please click 'apply now' to forward an up to date CV or call Sonal Patel on to discuss this further.

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