Associate Experience Analyst

2 months ago

Guildford, United Kingdom AQA and AQA Affiliates Full time

**At AQA, we're committed to advancing education and we're committed to our people. As the largest provider of academic qualifications in the UK, we mark over seven million GCSEs and A-levels each year and it's our people who make this happen.**

**Customer Experience Analyst**
**Permanent**
**Manchester - £41,000 - £48,000**
**Hybrid Working**

**Can you make an immediate, positive impact to our** **examining communities across the UK?**

With**customer insights or process improvement knowledge** you'll focus on analysing datasets and putting together creative, pragmatic solutions.

Using your analytical approach, influence and **customer focused** mindset you'll have the autonomy to improve and drive to improve the associate journey.

**Purpose**

AQA works with a **community of 35,000 education and assessment professionals** contracted to support the creation and delivery of our assessment and other exam services (our AQA 'Associates').The Associate Management team are responsible for the resourcing and management of all Associates at AQA and your role as the Associate Experience Analyst, will be to ensure the voice of the associate is understood and heard.

Your primary purpose will be to **produce and manage vital associate data and actionable insight to generate compelling conclusions**ensuring the organisation has a rich understanding of our current associate experience and the areas where we need to improve.

In your role as **Customer (Associate) Experience Analyst**you'll organise and oversee the**CX**. programme of work. Collaborating and working in a matrix style across all areas and levels of the organisation providing insights, guidance and supporting improvement efforts to ensure our associates are kept front and centre in everything we do. Developing and managing the roadmap of key programme activities; challenging and enabling the delivery of such activities in order to drive a best in class, **proven analytical performance**. Mitigating risks of delivery and to be the objective voice ensuring continuous and sustained improvements.
- Joining the Associate Experience team will provide you with the opportunity to see everything our examiners and moderators experience and be part of the team that drives the organisation to make the necessary changes to improve the services and support we offer our associates.

**What's in it for you?**
- Reporting to the Head of Associate Experience, you'll have exposure and influence across the whole organisation.
- Professional and personal **development at your fingertips**.
- **Supportive and driven peer group** and a real sense of being heard.
- Access to a pension which would see you paying in 7% and AQA contributing 11.5%.
- Life Assurance, 35 hour working week, 25 days holiday and Christmas off increasing with services.
- The **ability to unwind and focus on self-care** through the full Headspace App and our Employee assistance and wellbeing programmes.

**What you'll do**

Drive quality.

You'll design, build and launch surveys from inception, using technology to create and manage survey data,**designing a dashboard for insight reporting**.

You'll use **process improvement and agile methodologie**s to really look at the Customer and Associate journey across all of AQA and be the point person across multiple initiatives being run in the associate programme. You'll use your **customer experience knowledge** and ability to influence to drive change through customer experience principles and tools.

Engage with, and **hold to account, operational functions** responsible for delivering key experience improvements within AQA's voice of the associate programme of activities ensuring all initiatives are on track , risks are logged and managed.

Champion the voice of the associate in a matrixed environment to **deliver a roadmap of activity** that delivers a balance of short term improvements and medium to long term differentiation. Using gravitas, planning and

Management Information to **meticulously organise and deliver this constant stream of projects**to ensure our Associates are Front and Centre

Having planned and used creative problem solving solutions in a multiple and conflicting prioritisation environment in the past will stand you in good stead.

**What's next?**

**We will be holding interviews at the beginning of June 2023**

AQA is much more than just an awarding organisation, our purpose is to advance education by enabling teachers and students to realise their potential. Our purpose is the reason AQA exists - we're here to make a positive difference in the world by bringing out the best in teachers and students.

CRE23

**Recruitment Agencies**

We have a preferred supplier list (PSL) in place.

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