Customer Insights Analyst

2 weeks ago


Hook Hampshire, United Kingdom Lotus Professionals Full time

Exciting Opportunity for a Customer Insights Analyst

Join a dynamic organization as a key member of the Customer Service team.


Key Responsibilities:
  • Gather, evaluate, and interpret customer service data to uncover trends, patterns, and actionable insights.
  • Design and sustain customer service metrics, KPIs, and performance dashboards.
  • Conduct root cause analysis on customer grievances and service disruptions.
  • Examine customer feedback from multiple channels to pinpoint recurring issues and enhancement opportunities.
  • Collaborate with internal teams to monitor orders and deliveries through customer delivery tracking systems.
  • Assess OTIF delivery service level agreements in accordance with contractual commitments.
  • Work in tandem with the operations team to address any customer-related concerns regarding orders and deliveries.
  • Manage and leverage Customer Service Management software and other analytical tools to oversee and interpret customer interactions and data.

Experience Required:
  • Demonstrated experience in a Data Analyst capacity.
  • Experience in customer-centric roles is a plus.
  • Familiarity with ServiceNow CSM and Freshdesk is advantageous.
  • Proficient in data analysis tools such as Excel, Query, and Power BI.
  • Excellent communication abilities.
  • Strong analytical and problem-solving capabilities.

This role will operate in a hybrid model, requiring a minimum of two days per week in the office.



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