Customer Insights Analyst

3 weeks ago


Bracknell, Bracknell Forest, United Kingdom Right Now Recruitment Full time

Are you a detail-oriented Customer Insights Analyst with a passion for data-driven decision making?

Join a reputable international organization that is recognized for its excellence in the industry.

Position: Customer Insights Analyst - Full-Time, Permanent

Working Hours: 37.5 hours per week, Monday to Friday - Flexible schedule

Compensation: £32,000 - £35,000 plus an annual performance-related bonus

Work Arrangement: Hybrid model with a combination of office and remote work

Benefits: 25 days of annual leave plus additional perks, pension scheme, healthcare, life insurance, and more.

Role Overview:

The Customer Insights Analyst plays a crucial role in evaluating and enhancing customer service operations. This position involves gathering and analyzing customer data, recognizing trends, and delivering actionable insights to improve customer satisfaction and operational effectiveness.

Key Responsibilities:

  • Gather, analyze, and interpret customer service data to uncover trends and insights.
  • Create and manage customer service metrics, KPIs, and visual dashboards.
  • Conduct root cause analysis on customer complaints and service disruptions.
  • Formulate strategies to address and alleviate customer pain points.
  • Collaborate with internal teams to monitor orders and deliveries, resolving issues as necessary.
  • Track, report, and analyze customer service inquiries using customer service management software and other analytical tools.

Preferred Qualifications:

  • Prior experience in a Customer Service, Data, or Operations Analyst role.
  • Proficient in Excel, including Pivot Tables, VLookups, and Macros.
  • Familiarity with Power BI.
  • Experience with customer service management platforms such as ServiceNow CSM and Freshdesk.

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