Customer Insights Specialist

**Who we are**

Hola

Were On the Beach. Theres over 600 of us, mostly at home, and sometimes in our office in Manchester.

We send nearly two million people on holiday every year (not together) and were expecting to get to three million pretty sharpish. Why? Because were the only holiday company who truly gets why going on your jollies is the most wonderful time of the year.

With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low-cost base, were challenging existing players and redefining how customers book, manage and experience their holidays.

On the Beach Group plc is one of the UK's largest online beach holiday retailers, with significant opportunities for growth so our storys only really just begun

We're on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story.

We're a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we've not lost our entrepreneurial spirit. It's in our DNA.

**What youll be doing**

We are looking for a Customer Insights Specialist to play a major part in enhancing our customer and colleague experience. Joining our Customer Experience team, you will be improving operational performance through data-driven insights, relevant to our business goals and more importantly customers needs, to help them holiday better.

Your role will focus on analysing customer interaction data to uncover hidden pain points, to deliver insights to the team and stake holders across the business and work with your peers to drive continuous improvement across our Customer Interaction services.

**The role will also encompass**:

- Collaborating with the Pre and Post Travel Customer Improvement Leads to enhance the experience across the end-to-end customer journey.
- Identifying customer/colleague pain points by analysing and structuring insights found in customer feedback, external data such as NPS, Trust Pilot reviews and complaints, addressing root causes to improve customer satisfaction.
- Analysing customer and colleague data, to further assess how we can streamline speed and quality of service.

**About you**

**Skills that you will bring to On the Beach include**:
As an advocate for a data-informed mindset, your mission is to elevate the culture of experimentation to new heights. We are looking for an individual with a detective and problem-solving mindset, accompanied by a strong passion and eagerness to learn all aspects of working with data.
- You have excellent communication and stakeholder management skills
- You have strong analytical skills with experience in structuring, analysing and interpreting data to track performance and draw insights, with strong attention to detail.
- You have experience working with customer / omnichannel platforms /NPS and Customer satisfaction metrics at an operational level.
- Strong experience using Microsoft Excel and PowerBi

**What to expect from our interview process**:
There will be a two stage process, 1st on Microsoft Teams, where you will meet or Customer Improvement Leads and then a Final stage in person in our offices in Manchester City Centre, where we will ask you to present a task which we will ask you to complete before hand.

We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process, please let the Talent team know and they will be happy to assist.

**Our ways of working**:
This role is full time hours, 37.5 hours per week, working Monday Friday 09:00 - 17:00. We offer hybrid working, youll be in the office 3 days per week and working from home 2 days per week

**Our benefits**

We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include:

- 25 days holiday plus your birthday off
- Generous discount on holidays plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you're away on your On the Beach package holiday
- Flexible working hours and hybrid working
- Access to Learnerbly learning platform, plus workshops, courses and professional qualifications
- Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support
- Employee Assistance Programme and free access to counselling
- SimplyHealth Optimise Health Plan
- Company Sick Pay scheme
- Regular wellbeing events
- Gym discount
- Share Incentive Plan (SIP)
- Death in Service cover
- Onsite subsidised coffee shop
- The Sandbox (our very own bar)
- Regular social events
- Cycle to Work scheme