Customer Experience Analyst

Job Description

Join our team as a Customer Experience Analyst in Inverness, where your insights and expertise will directly impact customer satisfaction and loyalty. You will analyse customer feedback, improve service processes, and liaise with various departments to enhance the overall customer experience. Your ability to uncover trends will help us to keep our customers delighted and engaged.

Responsibilities

• Utilise data analysis tools to track service performance and customer satisfaction levels.
• Engage with customers directly for in-depth discussions around their experiences.
• Innovate new ways to capture and utilise customer feedback effectively.
• Provide actionable recommendations based on thorough data analyses.
• Maintain open communication with stakeholders to ensure customer-centric focus.

Requirements

Education

• Bachelor's degree in a relevant field
• Postgraduate qualification in Customer Experience Management is beneficial.

Experience

• 3-5 years in customer service analysis or quality assurance roles

Technical Skills

• Qualitative Research
• Survey Design
• Presentation Skills

Soft Skills

• Analytical Thinking
• Adaptability

Certifications

• Six Sigma Green Belt
• Customer Experience Management Certification

Languages

• English: Fluent

Advantageous

• Experience in project management: Proven experience managing cross-functional projects to enhance customer experience.
• Familiarity with UX design principles: Understanding of user experience design and best practices.

Benefits

• Attractive bonus scheme based on customer satisfaction metrics
• Access to employee discounts and perks
• Work-life balance with flexible hours
• Support for further education and training opportunities

Company Culture

• Innovation and Creativity: We encourage our team members to think creatively and innovate solutions that enhance customer experience.
• Diversity and Inclusion: Our commitment to diversity and inclusion shapes our culture and drives our success.
• Supportive Atmosphere: We foster a supportive working environment where every voice is valued and respected.