Customer Assurance Analyst

Micro IT Global; City Of London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A technology solutions provider in the City of London is seeking an Analyst to enhance customer satisfaction by driving operational improvements. The ideal candidate will utilize data analysis tools to identify trends and present actionable insights. Strong problem-solving skills and experience with ServiceNow, Tableau, and Google Cloud Platform are essential for this role.

Qualifications

• Experience with ServiceNow, Tableau, and Google Cloud Platform tools.
• Excellent analytical and problem-solving skills.
• Data driven storytelling and visualisation skills.
• Understanding of agile ways of working.
• Experience in using customer service systems.

Responsibilities

• Driving improved customer satisfaction by reducing effort.
• Identifying areas to drive reduction in customer support cases.
• Using statistical data analysis to predict trends for continuous improvement.
• Preparing and presenting reports for stakeholder reporting.
• Monitoring data quality and identifying corrupt data.

Skills

Analytical skills

Problem-solving skills

Data visualisation skills

Communication skills

Proactive work ethic

Tools

ServiceNow

Tableau

Google Cloud Platform

Job description

Primary role purpose

Reporting to the Head of Customer Performance Analysis and Improvement (CPAI) the Analyst will support business analysts and play a significant role in improving CSAT and making our client a low effort business to work with. Acting as the customers representative to flag and drive operational areas for improvement by identifying and removing operational bottlenecks. This will be achieved through identifying process, application or system improvements from CSAT survey feedback, customer and operational teams feedback and data analytics. Using case trend analysis and data mining of available data to identify initiatives, highlight trends and opportunities to reduce support requests across all of our client's products and services. You will provide regular reporting against initiative identification and there progress against delivery.

Key Responsibilities

• Driving improved customer satisfaction by reducing effort.
• Identifying areas to drive reduction in customer support cases.
• Using statistical data analysis to predict trends for continuous improvement/investigation.
• Using tools and techniques to visualise data in easy-to-understand formats, such as diagrams, graphs & dashboards.
• Preparing and presenting reports for stakeholder reporting.
• Supporting review of business processes to recommend improvements.
• Monitoring data quality and identifying corrupt data.
• Working with stakeholders to capture business requirements to drive change.
• Provide regular status reporting and dashboards against pipeline initiatives.
• Responsible for capturing, maintaining and reporting continuous improvement initiatives.

Knowledge and experience

• Experience with ServiceNow, Tableau and Google Cloud Platform tools.
• Excellent analytical and problem-solving skills.
• Data driven storytelling and visualisation skills.
• Understanding of agile ways of working.
• Strong communication skills, verbal and written, with the ability to break down complex topics into simplified outputs.
• Proactive work ethic with positive attitude.
• Experience in using customer service systems.
• Business process improvement methodology experience e.g. Six Sigma.
• Background in customer support.

Desirable Knowledge and Skills

• Ability to drive and deliver projects.
• Previous experience in the Satellite Communication industry.
• Understand of IT infrastructure and communication protocols.
• Six Sigma experience and/or qualification (green, yellow etc).
• Previous experience working with a satellite communications company.