Customer Insights Analyst

  • Job Reference: NWGBT579633
  • Date Posted: 11 February 2021
  • Location: Durham
  • Salary: On Application

Job Description

About the role

The Customer Insights Analyst role focuses on creating and understanding customer insights to shape and deliver future experience improvements and our understanding of customer perception, motivation and behaviour. Our goal is to deliver world class customer service - this role plays a key part in achieving this.

This critical role will work with all our data to provide clear and actionable customer research insights on customer experience on a regular and ad hoc basis. Through effectively liaising with a wide range of key stakeholders, the actionable insight will be efficiently delivered to support the achievement of personalised and unrivalled service experiences.

The successful candidate will work as part of the Customer Insights and broader Strategy and Experience team to exceed business objectives and targets by driving high levels of performance.

Provision of business intelligence is key, such that people and teams across the business have the insight and management information available to enable the delivery of first-time resolution of customer contact.

About you

We're looking for an enthusiastic analyst professional with experience in a contact centre or service focused environment. You will be passionate about providing an unrivalled customer service and experience. You will demonstrate a true sense of inquisitiveness and have a drive to understand the root cause of any issue or opportunity.

You will have proven experience and a successful track record of delivering effective and engaging communications and meaningful actionable insights which support and influence multiple teams to improve performance.

You will be able to identify and work with broad sets of data to understand the core drivers of customer behaviour and actions. You will understand customer segmentation and how it can be used to enhance customer experience.

You will be able to influence senior leaders across multiple teams. The role will also focus on driving continuous improvement and innovation across the whole business and supply chain.