Customer Experience Insight Analyst
4 weeks ago
The role will report to the Marketing Insight and Analytics Manager and will focus on supporting them in the following areas:
Key Responsibilities- Market research (primary and secondary, quantitative and qualitative) – Conducting surveys, researching market changes, trends, competitor activity, and web industry developments
- Customer satisfaction analysis and reporting – Web-based research (e.g., Hotjar), Net Promoter Score (NPS), monthly Customer Satisfaction Index report, Trustpilot reporting, and all existing customer feedback touchpoints
- Marketing automation and personalisation support – Supporting ongoing campaigns and communications by being involved with email creation and automation processes to improve customer experience and engagement
- Marketing insight and analytics support – Using tools such as Google Analytics, Alteryx, Power BI, and MS Office tools to prepare and visualise data for use in bespoke reporting
- CRM System – Ensuring customer data is synchronised between marketing, marketing systems (e.g., web system and app), and the CRM system
- Events performance – Analysing performance of events by reporting on attendees' interactions and their performance prior and post-event to understand overall event ROI
- Project team member as required for marketing and customer experience projects with activities such as user experience testing, insight identification, supporting business case creation, and maintaining project success reporting against key criteria identified in business cases
- Regular reporting – Monthly insight and performance reporting tasks such as supporting KPI reporting and board slide creation
- Stakeholder management – Dealing with marketing stakeholders such as Brand management, events managers, customer loyalty team, as well as external requests from wider customer-facing business areas such as Sales, After sales, and Internal sales
- Create and manage marketing data storage and workflows to provide insight and analytics to the business
- Support the reporting and optimisation of the Customer Satisfaction Index (CSI)
- NPS and customer success reporting
- Support the gathering of primary and secondary research and UX
- Document and monitor Data quality and RFMI (Recency, Frequency, Monetary Value, and Insight) reporting for managed data sources
- Suitable candidates should ideally have studied a business, marketing, or market research-related degree and achieved or be predicted at least a 2:1 degree
- They should display the following skills and traits:
- Analytical skills – The ability to analyse and interpret complex data and insight and draw meaningful conclusions
- Creative – The ability to look at information from more than one angle and to also look for creative ways to simplify information when reporting back to the business
- Problem-solving – Takes initiative and is proactive in solving problems that may occur
- Attention to detail – Looks for discrepancies and rectifies
- Communication skills – The ability to communicate with stakeholders at all levels of the business and the ability to present summary information in an engaging and universally understood way
- Ability to work independently and in a team environment
- Adaptability and prioritisation of workload to cater for business needs in a fast-paced environment
- Desired but not essential – Experience of Google Analytics, Alteryx, Power BI, and survey creation tools and techniques
- Right to Work: Please ensure you have valid Right to Work in the UK status for the duration of the contract term
- This is a 2-year fixed-term role
- Working with us comes with the following benefits:
- 25 days annual leave per year plus bank holidays (pro-rata for your first year)
- Eligibility for our Company Performance Bonus (up to £1,500 gross per annum)
- Enhanced pension contributions
- Access to the Perkbox and My Benefits platforms giving access to discounts, group income protection, and death in service benefits
- Employee Assistance Programme and Virtual GP
- Discounts on products from across the Bosch Group
- Subsidised onsite café and canteen
- Health & wellbeing support including: over 200 trained mental health first aid champions, free of charge employee assistance programme, and after 2 years' service you gain eligibility for funding up to £150 per annum to support your personal wellbeing
- Access to Bosch Social Club membership offering you and up to 5 friends and family discounts on excursions and events
- Volunteering days
- Policy to support growing families
- Access to self-service training platform containing over 200 Bosch-approved programmes
- Networking opportunities across Bosch UK including a mentoring programme
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