Customer Insights Advisor

• 12 month secondment
• Work closely and maintain relationships with a wide variety of stakeholders
• Participate in projects where customer related SME knowledge is required
• Any location

The role of the Customer Insights Advisor is to provide ongoing insights and reporting about customer behaviours, sentiment and pain-points across Customer Service brands, products and functions. It includes working closely with the CS Performance Insights Leadership Team, CS stakeholders, Customer and Digital teams to understand customer pain points and communicate findings in an easily understood manner. The successful candidate would be curious, a problem solver and have the relevant business and technical skills to work as a trusted partner to Customer Service, Digital, Product & Portfolio and Marketing teams.
Key Responsibilities include but not limited to:

• Identify customer pain points and opportunities to improve customer experience
• Develop and maintain Speech/ Text Analytics categories used to uncover insights from millions of customer interactions
• Ongoing monitoring of customer sentiment and behavioural trends
• Maintain a strong understanding of the CS operating environment (internal developments, external market conditions, etc.)
• Development of Tableau and Excel dashboards to provide commentary about customer metrics.

Skills & Experience:

• Sound commentary writing & communication skills required
• Intermediate/advanced level of Excel & PowerPoint required
• Working knowledge of SQL
• 3+ years of experience in Contact Centres required
• Experience in analytics driven role desired

If this role sounds like the challenge you have been looking for please submit an application online today. For more information please contact