Job Description:
Under
the direction of the Customer Experience Supervisor, the NPS (Net Promoter
Score) and Customer Insights Analyst will be responsible for understanding the
end-to-end customer experience and leveraging the tools available to provide
meaningful insights and action focused outputs.
This
position involves working collaboratively as one team to gather customer
information, transactional behaviours and quantitative and qualitative data,
such as feedback from customer surveys to help drive and support our strategic
initiatives and achieve our NPS targets.
You
will perform a crucial role in the development and implementation of customer
journey analytics and insights in collaboration with key stakeholders. To
ensure effectiveness, this position will also be responsible for identifying,
implementing and monitoring metrics to measure performance in these areas and
to develop action plans and objectives to continuously improve.
Key Responsibilities
- Review, record
and trend feedback from surveys and other insights.
- Monitor
metrics, dashboards and reports to identify key drivers and opportunities
to improve customer experience and track the impact of initiatives.
- Deliver
reporting and insights to management and key stakeholders, translating
feedback to tangible actions.
- Provide
recommendations that drive action through the effective use of data,
customer insight analysis and presentation skills.
- Suggest
improvement opportunities gained through all aspects of the role,
following up until they are implemented and measuring impact on customer
experience, identifying further refinements needed.
- Conduct
deep-dive investigations and root cause analysis, leading to corrective
actions and process improvements.
- Regularly
engage with business partners to ensure the voice of the customer is heard
and interdepartmental actions are taken to drive enhancement of the
customer experience.
- Conduct member
outreaches, as required, following NPS surveys.
Qualifications
- Proven track
record of delivering high quality customer service
- Proven track
record on data analysis, specifically cleaning/preparation, exploration,
visualization and reporting
- Proven track
record of Business and Marketing analysis
- Proficient in
Microsoft Office, specifically Excel and PowerPoint
- Excellent
knowledge any of the following languages and visualization tools or
similar: R, Python, Power BI, Tableau, Qlik
- Excellent
knowledge of business processes, products, benefits, and compliance
- Degree or
Diploma in a related field.
Competencies
- Customer Focus
- Collaborates
- Communicates
Effectively
- Balances
Stakeholders
- Being Resilient
- Action Oriented
- Optimises Work
Processes
Other
skills/requirements
- Takes ownership
of the complete customer experience, and enhances it at every opportunity
- Ability to
assertively engage with internal and external customers at all levels
- Target
orientated, meeting timelines and deliverables
- Work
efficiently with both speed and accuracy when performing tasks
- Customer
centric with the ability to be diplomatic and empathic, while following
process and guidelines
- Highly
motivated and resilient with excellent team working skills
- Excellent
communication and organizational skills, with high attention to detail
- Strong
analytical and statistical skills
- Ability to
identify areas of improvement across any segments and assist in creating
and implementing solutions
- Confident and
able to constructively challenge decisions if necessary
- Able to seek
out best practice in order to effectively deal with diverse, complex and
highly sensitive issues
- Confidently
manage conflict and find workable solutions
How To
Apply
