Customer Data Analyst / Process Improvement

7 days left

Optima Recruitment
02 Feb 2017
02 Mar 2017
Contract Type
Full Time

Customer Data Analyst / Process Improvement

The successful candidate will develop, maintain and analyse a variety of information including speech, customer feedback, performance data and other customer insights and present the information to drive improvements for the overall customer experience

Job Description:

  • Design, implement and monitor customer insight to support the delivery of customer service
  • Interrogate a variety of data sources and clearly demonstrate findings from analysis
  • Construct and evaluate patterns of language designed for automated analysis and category identification utilising call platform
  • Identify and investigate any discrepancies within insight to ensure final reporting is accurate and complete
  • Respond to requests for analysis of speech, text or chat in an appropriate and timely manner
  • Report insight findings in a format that is simple to review and includes meaningful commentary
  • Highlight key insight and/or trends and identify opportunities for improving the customer experience
  • Design dashboards and reports in a format that is simple to review
  • Develop and maintain an appropriate reporting schedule
  • Conduct stakeholder analysis to ensure maximum benefit is delivered
  • Support the Head of Insight to develop external customer insight programmes
  • Conduct and contribute to research briefs, to support the Customer Experience team
  • Promote the use and benefits of speech analytics across the business
  • Champion your insight findings and help the business identify improvement opportunities
  • Develop knowledge of business processes, systems and products

Person Specification:

  • Minimum of 5 GCSE’s, or equivalent, including Maths & English (A-C Grades)
  • Must have degree or professional equivalent
  • Strong analytical skills
  • Must have relevant experience preferably gained in financial services sector
  • Sound Microsoft Office skills with advanced working knowledge of Excel
  • Ability to interpret the spoken word for sentiment and understanding
  • Excellent report writing skills with the ability to present analysis in a clear and compelling manner
  • Able to work with minimal supervision and within tight deadlines

Additional Information:

  • Based in Reigate
  • £24,000 - £28,000 per annum salary with 10% bonus
  • Monday - Friday, 9am - 5pm
  • 25 days holiday plus bank holidays
  • Pension scheme
  • Life assurance and private medical

Please note; Due to the large number of applications that we receive, if you have not had a response within 7 days, please assume that you have been unsuccessful on this occasion.

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