Customer and Insight Analyst

Job Title: Customer and Insight Analyst

Location: Castle Donington (Hybrid - 2 days per week in the office)
Contract Length: 6 Months
Salary: £500 per day (umbrella)

About the Role:
Our client is seeking a highly skilled Customer and Insight Analyst to join their Customer Strategy & Insight Team. This role is pivotal in driving the organisation's strategic approach to customer engagement and satisfaction. You will be responsible for analysing customer data and insights to enhance customer journeys and overall experience.

Key Responsibilities:

• Collaborate with the Customer Strategy and Insight Team Manager to develop and implement initiatives aligned with the organisation's Customer Strategy, aimed at improving customer journeys.
• Create a sustainable model to share insights on diverse customer groups, engaging stakeholders across Customer Excellence, Connections, and Field Operations.
• Conduct stakeholder sentiment analysis related to customer journey enhancements.
• Represent the organisation externally in discussions that generate customer insights, relaying findings back into the business.
• analyse employee and operational data to identify satisfaction drivers and root causes of dissatisfaction.
• Monitor and interpret various customer feedback to inform operational teams and contribute to the Customer Strategy.
• Conduct trend analysis on customer queries and complaints to provide actionable insights.
• Communicate key customer insights to relevant teams, identifying opportunities for process improvements.
• Address data challenges by collaborating with the IT&D team to ensure accurate customer data for reporting.
• Engage with subject matter experts to inform insights as part of ongoing business operations.
• Attend external events to gather insights on customer behaviour for strategy maintenance.
• Serve as a subject matter expert in surveying practises and interpretation of survey insights.
• optimise customer feedback survey design for maximum engagement and actionable insights.

Knowledge, Experience, and Skills Required:

• Proven analytical capabilities with a strong background in statistical modelling and stakeholder analysis, preferably in marketing or sales.
• Proficient in programming languages such as Python or SQL and experienced with CRM systems and Excel.
• Familiarity with data visualisation tools like QuickSight or PowerBI.
• Excellent business acumen with the ability to derive strategic recommendations from complex analyses.
• Strong stakeholder management skills, with experience presenting insights to diverse audiences both verbally and in writing.
• A proactive mindset, capable of working autonomously and as part of a collaborative team.
• Exceptional attention to detail and a commitment to continuous improvement.

Ideal Background:

Candidates with experience in roles such as Customer Insight Analyst, Marketing Analyst, or Customer Satisfaction Analyst are encouraged to apply. While experience in the utilities industry is preferable, we welcome applicants from various sectors who demonstrate a strong understanding of customer dynamics.

If you are a self-motivated problem solver with a passion for customer insights and a desire to make a meaningful impact, we would love to hear from you!

Application Process:
This role will be filled through a one-stage Teams chat interview. We're looking for someone who can take initiative and lead without extensive hand-holding.

Join us in shaping the future of customer excellence! Apply today!

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