Customer Experience Analyst job in Trafford Park


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Job Ref: 7369

Job Type: PERM

Location: Trafford Park

Salary: £Competitive

Date Posted: 09-06-2022

Category: Administration Office Support, Customer Services

Alexander Hancock

Senior Customer Experience Analyst, integral part of senior team, practical experience of customer journey and mapping process. PRINCE 2, LEAN SIX SIGMA . Good salary plus exceptional benefits package including profit share, HYBRID role

Overview of the role of Senior Customer Experience Analyst:

The Senior Customer Experience Analyst will be a key member of the Customer Experience (CX) team, providing analytical and other support to identify trends to create a leading customer journey across all the company brands which operate in the UK and internationally

This will be an integral role within the business, working cross-functionally particularly with Logistics, IT and Finance to improve customer relations across direct-to-consumer, marketplace and retail channels.

The impact you will have in this role:

  • Data gathered and identified from multiple streams helping to understand customer feedback and trends, with recommendations and areas for improvement provided to the business
  • A continuous improvement of the customer journey through regular review, analysis and research of existing policies, operations and procedures
  • Areas of improvement identified within the industry and other industries through comparison and benchmarking
  • Reports created and developed that are presented to key internal stakeholders, making improvements to help achieve business objectives
  • The CX Performance Report developed and owned, shared with the wider business, with context provided to all metrics and a relevant action plan maintained
  • Common customer issues identified, and solutions created improving the customer offering
  • Key internal stakeholders worked closely with, positively influencing and ensuring the customer experience strategy is brought to life across the business
  • The businesses CX strategy improved and developed
  • Customer related KPI’s and SLA’s monitored with CX awareness raised across the business, covering Customer Services, Logistics, IT etc.

Ideal candidate for the position of Senior Customer Experience Analyst:

  • At least 3 years experience within a similar role
  • Strong understanding and experience of working with CX metrics such as NPS, CSAT etc.,
  • Strong data analytical skills
  • Strong presentation skills
  • Proven track record in project management and coordination
  • Strong IT skills – Excel Experience providing recommendations and presenting findings
  • Experience of leading workshops and meetings
  • Proven experience in process review, implementation and continuous improvement which improves customer outcome
  • Experience of working in a fast paced environment
  • Experience in design of improvement initiatives to drive call reduction and channel shift
  • Experience of building quality relationships and displaying a diplomatic nature
  • Strategic thinker able to work cross-functionally, who is numerical, analytical and driven by data to ensure the business make informed decisions.
  • Practical experience of customer journey and process mapping
  • Strong presentations skills in both written and verbal
  • Ability to interpret and understand multiple data streams
  • Extensive stakeholder management
  • Organised and methodical in approach
  • Positive and motivating influencer with a “can do” attitude, with a hands-on, solution based approach to deliver results
  • Prince 2
  • Process Improvement Qualifications, such as Lean Six Sigma
  • Educated to Degree level or equivalent

Systems Knowledge:

  • Intermediate user of Microsoft Excel, PowerPoint & Visio
  • Familiar with Voice of the Customer tools, such as Medallia
  • Familiar with Customer Service Platforms such as Zendesk

Benefits package includes:

  • Hybrid office and home working
  • A Discretionary profit share bonus
  • A company pension after 1 years’ service
  • 24 days annual leave + 8 bank holidays
  • An extra day of annual leave every 3 years of service up to an additional 3
  • You can take a day paid to go and volunteer for a worthy cause
  • Birthday hours
  • Fabulous office with onsite gym, subsidised canteen and many social events

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