Experienced Client Servicing Analyst

1 month ago


London, United Kingdom Micro IT Global Full time

Reporting to the Head of Customer Performance Analysis and Improvement (CPAI) the Analyst will support business analysts and play a significant role in improving CSAT and making our client a low effort business to work with. This will be achieved through identifying process, application or system improvements from CSAT survey feedback, customer and operational teams feedback and data analytics. Using case trend analysis and data mining of available data to identify initiatives, highlight trends and opportunities to reduce support requests across all of our client's products and services. Using statistical data analysis to predict trends for continuous improvement/investigation.
Using tools and techniques to visualise data in easy-to-understand formats, such as diagrams, graphs & dashboards.
Monitoring data quality and identifying corrupt data.
Experience with ServiceNow, Tableau and Google Cloud Platform tools.
Data driven storytelling and visualisation skills.
Understanding of agile ways of working.
Ability to drive and deliver projects



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