Voice of the Customer Analyst

  • Hertford
  • Competitive
  • Permanent

Our client is one of the largest utility companies in the UK, owning and managing the assets and network in an area of approximately 1,750 square miles supplying 3.6 customers. They have a vision is to be the UK’s leading community-focused utility company with people working within and for the communities of their customers. They are on a mission to continually improve their customer service and operations with innovation and an environmentally friendly approach.
                                                                    *******A hybrid working model********
We are now looking for a Voice of the Customer Analyst to continue on the journey, if you like the idea of a role that will provide you with the challenge of leading implementation, enhancing customer satisfaction and have a passion for turning data into actionable insights through identification of areas of improvement, this could be the perfect opportunity for you.
As part of the high-performing customer intelligence team, you will lead on the implementation of a voice of customer program that captures customer insight through surveys, voice-to-text analytics and social media interactions, with the end-to-end focus on the successful implementation and ongoing account management.
Focused primarily on understanding the views of customers, the role will engage with all areas of the business to ensure insights meet their needs to support their business area, including analysis, recommendations and implementation of improvement plans, based on customer experiences, business performance and industry best-practice.

The Remit

  • Leading on the implementation on a new / enhanced voice of customer program
  • Working with potential suppliers to capture customer insight, pinpointing a preferred provider
  • Collaborate on cross function working across the business to imbed the use of customer insight
  • Collating and analysing large and complex data sets
  • Go-to person for internal and external parties relating to the industry for the VoC program
  • Working with our current customer survey program with reporting and analysis on customer satisfaction metrics
  • Leading on program enhancements
  • Interpreting and presenting findings, telling a compelling story
  • Model and manipulate data
  • Contribute to internal reports and dashboards

 The Person

  • Experience of Implementing a voice of the customer platform or similar program
  • Strong engagement skills to help imbed within the company the value of customer insights.
  • Keen stakeholder management skills with ability to build relationships with internal and external partners.
  • Always looking for new opportunities for the business and regularly driving conversations around how things can be improved.
  • Strong analytical skills with proven experience providing analytical insight in a large organisation.
  • Experience dealing with large data sets and high volumes of data
  • Advanced Excel skills. Knowledge of business intelligence software would be great
  • A strategic thinker
  • Experience working in a customer service focused industry

Great If You Also Have

  • Experience in using data extraction & reporting tools (Qlik Sense, Power Bi, Google Analytics).
  • Experience with working with customer survey software
  • Understanding of customer research techniques (qual & quant), customer segmentation and journey mapping.

Our client is offering a dynamic challenging job in a friendly working climate.  You will have the opportunity to create, shape and drive something new and have a great deal of responsibility with plenty of opportunity for impact and freedom for initiatives.

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