Customer Experience Junior Administrator
4 weeks ago
Salary: £30,000 - £35,000 per annum depending on experience + 10% annual bonus + benefits
About the role
We are seeking a Customer Experience Junior Insight Consultant to join our team at NFU Mutual. As a key member of the Customer Experience (CX) Insight team, you will be responsible for supporting data and insight production to help drive Voice of the Customer (VoC) projects. You will play a crucial role in enabling a smooth transition from manual data processing to automation, while supporting the Customer Insight Consultant in deriving new insights to inform customer experience improvement.
As the central point of contact for our VoC platform, you will evaluate performance and functionality, collaborate with users and providers to identify issues, and help improve the accuracy and reporting of CX-related insights. You will ensure a smooth and accurate transfer of customer-related data throughout the customer journey and combine data from different sources to gain a clear understanding of CX performance.
As part of our recent transition towards a new strategic solution, you will contribute to enhancing the data process and expanding the current usage of VoC to ensure accurate insight realization. You will compile statistics encompassing key metrics and insights and present critical messages via our CX dashboard production to enable accountability and improve customer service delivery.
About you
You are a technically minded data professional with a good understanding of CX metrics, their importance, and application across different tiers of an organization. You have the ability to extract insight from data and present key findings and/or trends. You are a proficient Excel user with experience in manipulating datasets to build Excel dashboards. Change management experience is preferred, particularly knowledge of various Voice of the Customer solutions and an understanding of their data elements.
Key skills and qualifications include:
- Strong data handling skills, including script writing
- Working knowledge of SQL queries, with experience in Qualtrics or other Voice of the Customer platforms desirable
- Experience with automating data processes is highly desirable
- Salary between £30,000-£35,000 per annum depending on experience
- Annual bonus (up to 10% of salary)
- Contributory pension scheme, up to 20%, including your 8% contribution
- 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
- A Family Friendly policy that helps you balance your work and family responsibilities
- Access to savings at High Street brands, travel, and supermarkets
- £20 contribution to a monthly gym membership - subject to T&Cs
- Health and wellbeing plan - cashback for dentist, opticians, physio, and more
- Access to voluntary benefits, including health assessments, private medical insurance, and dental insurance
- Employee Volunteering - volunteer in the community for one day each year
- Unlimited access to Refer a Friend £500 bonus scheme
- Life Assurance cover of 4 x salary
- Employee discounts of 15% on a range of NFU Mutual insurance policies.
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