Customer Analytics Analyst - Speech

Yell; City Of London; Remote; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Competitive Salary

At least 31 days holiday

Gym discounts

Life insurance

Pension scheme

24/7 Employee Assistance Programme

Job summary

A leading digital advertising partner in the UK is looking for a Customer Analytics Analyst to drive strategic improvements in customer experience. This remote role involves data analysis and the development of in-depth case studies, utilizing technologies to enhance operational efficiency. Ideal candidates will have strong analytical skills and experience in a contact center environment, alongside tools like SQL and advanced Excel.

Qualifications

• Experience working with customer databases and analytical tools.
• Evidence of driving improvement in a customer feedback team.
• Familiar with speech and text analytics can enhance insights.
• Evidence of driving business improvement strategies in a contact centre environment and/or customer feedback team.
• Familiar with Speech and Text Analytics systems (Verint preferred).
• Microsoft Excel (Advanced) and PowerPoint.
• Microsoft SSRS Report Builder.
• SQL/Other BI System.
• Experience of analytical methodology.

Responsibilities

• Responsible for data compilation and process mapping.
• Develop and present case studies on strategic business topics.
• Analyze and recommend improvements to enhance customer experience.
• Bring data to life to help stakeholders prioritise actions and focus improvements.
• Prepare clear analyses and recommendations for service enhancements across Voice, Email, Chat, etc.

Skills

Data manipulation and analysis

Customer databases

Written reports preparation

Driving business improvement strategies

Speech and Text Analytics systems

Microsoft Excel (Advanced)

Microsoft PowerPoint

SQL

Analytical methodology

Tools

Microsoft Excel (Advanced)

PowerPoint

Microsoft SSRS

SQL / BI Systems

Job description

We've been championing local businesses for over 60 years. Where once our Yellow Pages helped those businesses get found and chosen, we now do this and much, much more with our proven digital marketing solutions, making us the UK's number one managed digital advertising partner for local businesses.

Job Description

As the Customer Analytics Analyst you are responsible for data compilation, process mapping, and analysis with the aim of identifying tactical and strategic improvements to customer experience, process improvement and efficiency gains in line with business strategy, vision and culture.

You will be responsible for the development and presentation of in-depth case studies on strategic business topics. The focus of these studies will span all channels (Voice, eMail, Chat etc) as they relate to the contact centre. Studies should include analysis and recommendations of employee improvements, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of all organisational internal and external stakeholders.

Precision, curiosity, attention to detail and accuracy are key competencies of the Analyst, you will bring data to life in an engaging way to enable others to understand where they need to prioritise and focus their efforts to drive service improvement.

This is a remote role that can be based anywhere in the UK.

Qualifications

• Experience working with customer databases, speech/text/sentiment technology to drive insight
• Practitioner in data manipulation and analysis
• Competent in preparing written reports, analysis, and briefings
• Evidence of driving business improvement strategies in a contact centre environment and/or customer feedback team
• Familiar with Speech and Text Analytics systems (Verint preferred)
• Microsoft Excel (Advanced) and PowerPoint
• Microsoft SSRS Report Builder
• SQL/Other BI System
• Experience of analytical methodology

Closing Date

Closing date for this role will be Friday 14th November with a 2 stage remote interview process.

Why join us?

• Competitive Salary
• At least 31 days holiday (inc. public holidays), building to 34 over 5 years
• Savings at over 900 outlets inc. supermarkets, fashion, electronics, and travel
• Access to mind, money and movement wellbeing resources and gym discounts
• Savings on eyecare and free eye tests
• Company-wide and local recognition schemes
• 24/7 Employee Assistance Programme support
• Pension scheme for colleagues aged 22 to State Pension Age
• Life insurance for all