Customer Insights Analyst

2 weeks ago

High Wycombe, Buckinghamshire, United Kingdom Biffa Biffa plc. Full time
About the Role

We are seeking a skilled Customer Insights Analyst to join our team at Biffa, a leading waste management company. As a key member of our customer experience team, you will play a crucial role in analyzing and reporting on customer data to drive strategic change within the business.

Key Responsibilities
  • Support the development and maintenance of customer satisfaction surveys, dashboards, and insight packs.
  • Analyze customer data to identify trends and insights, and provide recommendations to the business to improve customer experience.
  • Collaborate with stakeholders across the organization to ensure calibration of results from all insight sources.
  • Support the quality manager and team in reviewing and improving quality monitoring processes.
  • Facilitate 'quality cafes' to encourage peer-to-peer QA scoring and improve quality checks.
Requirements
  • Proven experience in customer insight analysis and reporting, with a strong understanding of customer-centric metrics.
  • Excellent data analysis and reporting skills, with the ability to manipulate data and provide meaningful insights.
  • Demonstrable stakeholder management experience, with the ability to influence others to complete actions identified as part of reporting and analysis.
  • Strong coaching and collaboration skills, with the ability to work effectively with cross-functional teams.
About Biffa

Biffa is a leading waste management company that is passionate about changing the way people think about waste. We believe in the importance of sustainability and are committed to reducing waste and improving the environment. Our team is dedicated to providing a rewarding and challenging career for our employees, and we are excited to welcome a skilled Customer Insights Analyst to our team.

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