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Customer Insights Analyst
1 month ago
We are seeking a highly 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 critical 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 and dashboards, working closely with stakeholders across the business.
- Responsible for creating and populating regular customer experience insight packs, using performance metrics from various data sources.
- Produce meaningful evidence-based recommendations to the business, using customer-centric metrics to track trends and report on performance improvements.
- Contribute to deep dive analysis by providing data and insight as required, supporting the rest of the team.
- Attend regular meetings with key stakeholders to share output, agree actions, and ensure calibration of results from all insight sources.
- Support the quality monitoring process, reviewing the reviewer and providing meaningful recommendations to the business.
- Knowledge and experience in working with customer insight tools and techniques, e.g., NPS, CSAT, CES.
- Experience in data analysis and reporting, with the ability to manipulate data and produce meaningful insights.
- Demonstrable stakeholder management experience, with the ability to influence others to complete actions identified as part of reporting and analysis.
- Proven experience in customer insight analysis and reporting to drive strategic change within a business.
- Demonstratable coaching and collaboration skills.
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 promoting recycling. Our team of 11,000+ people around the country are dedicated to providing a career that is rewarding, challenging, and never dull.
We are an inclusive company that values diversity, equity, and inclusion. We believe that different ideas, perspectives, and backgrounds are key to developing a creative and effective working environment that represents our communities and generates the best outcomes for colleagues, customers, and stakeholders.
