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Marketing Analyst (Customer Insights, CX, Voice of the Customer)

Jumar Solutions Ltd

Posted on Dec 21, 2021 by Jumar Solutions Ltd

Home Based, United Kingdom
IT
24 Jan 2022
Daily Salary
Contract/Project
Purpose

Design, build and run our client's Voice of the Customer (VoC) proof of concept programme and support the activities required to build the case for full roll-out in 2023.

Work with internal colleagues, the agency network and VoC providers to design, implement and report their Customer Experience (CX) performance across their core customer journeys.

Identify customer pain points and key moments of truth through detailed analysis and insight along with demonstrable return on investment through driving enhancements to customer experience.

Experience and Knowledge
Passion for customer experience and a can-do mentality
Ability to solve problems and meet new challenges, finding workable solutions
Experience in developing customer experience surveys and delivering compelling insight with stakeholders
Experience in using customer feedback to drive change within an organisation
Excellent understanding of CX metrics, their importance and application across different tiers of an organisation (eg NPS, CSAT, Net Easy etc.)
Strong analysis and presentation skills, experience of influencing people at all levels of the organisation
A broad understanding of technology and how it can deliver improvements to customer experience
An understanding of the service industry and key satisfaction drivers across different sectors
Strong sense of initiative and a self-starter who can work equally well in a team or on their own
Excellent analytical skills and a detective mindset to find patterns and stories in the data
Experience in research and/or analytics
Keen attention to detail and accuracy
Strong negotiation and influencing skills

Desirable
Experience working in Insurance, Financial Services or regulated industries
Experience developing and maintaining CX platforms and knowledge of wider CX platform capabilities
Experience of developing user training guides for CX platforms
Experience and knowledge of statistical and predictive modelling
Experience of setting up and automating CX surveys
Experience of working with third party platform providers
Experience of advanced research techniques, including questionnaire design
Experience of working with BI tools to write reports and design dashboards

Our client is based in the West Midlands/Warwickshire but Candidates can be based anywhere in the UK as this role can be home based - must be UK based.
If you meet the above criteria and would like to find out more, please contact Jackie Dean at Jumar ASAP.

Reference: 1438082560

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