Customer Experience Analyst

Job Description

We are in search of a Customer Experience Analyst to join our vibrant team in Manchester. In this role, you will utilise data analytics to improve customer satisfaction and service delivery through various channels. Your insights will drive enhancements to our customer interactions and experiences.

Responsibilities

• Evaluate customer feedback through various channels for actionable insights.
• Lead initiatives to improve customer service delivery.
• Facilitate cross-department workshops focused on customer journey improvements.
• Utilise data analytics tools to track key performance indicators related to customer satisfaction.
• Create visualisation reports that communicate insights to stakeholders.
• Engage directly with customers to gather qualitative feedback.
• Support the implementation of customer experience training programmes.
• Monitor social media and online platforms for customer sentiment analysis.
• Stay updated on industry trends and best practices in customer experience.
• Assist in developing customer experience policies and procedures.

Requirements

Education

• Bachelor's degree in Business Administration, Marketing, or a related field
• Master's degree is an advantage

Experience

• 3-5 years of experience in customer experience or related roles

Technical Skills

• Data Analysis
• Customer Relationship Management (CRM) Systems
• Microsoft Excel

Soft Skills

• Communication
• Critical Thinking
• Teamwork

Certifications

• Customer Experience Professional (CCXP)
• Certified Analytics Professional (CAP)

Languages

• English: Fluent

Advantageous

• Experience with Customer Journey Mapping: Knowledge in customer journey mapping techniques to visualize customer interactions.
• Proficiency in Survey Tools: Familiarity with tools like SurveyMonkey or Qualtrics for gathering customer feedback.

Benefits

• Competitive salary with annual bonus potential
• Flexible working hours
• Comprehensive health and wellness package
• Professional development opportunities

Company Culture

• Dynamic Environment: We foster a dynamic workspace where creativity and innovation thrive.
• Employee Wellbeing: We prioritise our employees' wellness through various initiatives and support systems.
• Diversity and Inclusion: We believe in a diverse workforce and promote inclusion at all levels.