Customer Experience Analyst

Medical Protection Society; Leeds; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading not-for-profit protection organization for healthcare professionals is seeking an experienced Customer or Member Experience Analyst in Leeds. This role involves analyzing member feedback to enhance the member journey and drive business outcomes. Ideal candidates will have strong data analysis skills and experience leading teams. A competitive salary package, including a discretionary bonus and generous benefits, is offered.

Benefits

Up to 15% discretionary annual bonus

11% pension contribution

25 days annual leave plus flexible bank holidays

Private Medical Cover

Employee Assistance Programme

Shopping discounts

Qualifications

• Strong researcher with experience in customer/member data analysis.
• Ability to create clear and compelling data stories.
• Strategically minded with experience in client-side research.
• Experience in leading a customer/member experience team.

Responsibilities

• Analyze member feedback to optimize member experience.
• Translate data into strategies to improve satisfaction and loyalty.
• Lead insight delivery for decision-making.
• Collaborate with teams to create a comprehensive view of member experience.

Skills

Customer data analysis

Data synthesis

Strategic thinking

Using survey platforms

Tools

Qualtrics

Job description

Are you an experienced Customer or Member Experience Analyst ready to take the next step in your career?

We’re seeking a strategic thinker to lead the analysis and enhancement of our global member journeys. In this role, you’ll collaborate with cross-functional teams to gather insights, analyse feedback, and track key performance metrics. Your ability to translate data into compelling stories will be key to driving improvements in satisfaction, loyalty, and business outcomes.

If you're passionate about helping deliver an exceptional member experience in a data-driven environment, we’d love to hear from you.

Role Responsibility

• Analysis of member feedback resulting in robust member insights via our surveys and journey maps to optimise member experience
• Translate complex data into actionable strategies that improve satisfaction and loyalty whilst achieving our corporate goals
• Lead on insight delivery across the organisation to help support decision making in alignment with strategic goals
• Create effective and engaging outputs to tell the story of member experience
• Collaborate and engage with key teams across the business to combine internal data points with member insight, creating a 360 degree view of member experience
• Drive and embed member centricity by demonstrating the power and value of key member insight to influence key stakeholders and senior audiences
• Identification of where additional research is required with appropriate methodology
• Develop and improve our approach to member experience monitoring where required

The Ideal Candidate

• Strong and well-rounded researcher with experience of customer / member data analysis
• Have a strong ability to synthesise data and insights to create clear and compelling stories and outputs that engage senior audiences
• Are strategically and commercially minded, familiar with client side research
• Strong competency in using survey and research platforms such as Qualtrics
• Have experience of demonstrating the value of customer / member experience insights and using this to influence key decisions
• Experience of taking a leading role in a customer / member experience team and can guide and develop less experienced colleagues
• Bring passion to the role and are motivated by the opportunity to make a difference to our members across the globe

Package Description

Alongside a competitive salary, you will also receive:

• Up to 15% discretionary annual bonus
• 11% pension contribution (3% from you, 8% from us optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• 25 days annual leave plus flexible bank holidays (option to buy/sell 5 days)
• Private Medical Cover
• 6x salary death in service
• A personal GP service enabling you to get a video consultation with an NHS-registered, private GP
• Employee Assistance Programme
• A range of shopping discounts from major high-street retailers

About the Company

The Medical Protection Society Ltd (MPS) is the world’s leading protection organisation for Doctors, Dentists and healthcare professionals. We protect and support the professional interests of almost 300,000 members around the world.

We are a not-for-profit organisation, meaning member’s subscriptions are either invested into bettering the organisation, colleagues and products, or kept safe should members require support for complaints or claims arising from professional practice.

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We also actively campaign for regulatory and legal reforms that benefit members and the wider healthcare professions.

To do this, we need colleagues who are trusted and supported to deliver their best work, whether that be through leadership development, fully funded training courses or peer-to-peer support. We want colleagues to feel empowered to deliver positive change, display ambition to push themselves and be determined when faced with a challenge, whilst ensuring members best interests are at the core.