Customer Experience (CX) Analyst London

Ten Group; London; Hybrid; GBP 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Customer Experience Analyst, where you will play a vital role in enhancing customer journeys for a global clientele. This dynamic position involves analyzing touchpoints, developing strategies, and utilizing data-driven insights to optimize experiences and foster a culture of customer-centricity. With opportunities for hybrid working and a range of employee benefits, this role promises not just career growth but also the chance to make a meaningful impact in a vibrant, inclusive team. If you are passionate about customer experience and eager to contribute to a leading luxury concierge service, this is the perfect opportunity for you.

Benefits

Competitive Salary

Hybrid Working

Paid Time Off

Paid Sabbaticals

Loyalty Rewards Program

Remote Working Holidays

Employee Discounts

Inclusive Team Environment

Career Opportunities

Qualifications

• Strong analytical skills to interpret data and provide insights.
• Experience in customer-focused roles or analysis.
• Proficiency in Microsoft Office, especially Excel.

Responsibilities

• Analyze customer journeys to identify and improve service quality.
• Support CX strategy by collaborating with global peers.
• Measure performance using KPIs like CSAT and NPS.

Skills

Analytical Skills

Customer-Centric Mindset

Communication Skills

Problem-Solving

Flexibility and Adaptability

Knowledge of Loyalty Metrics

Education

Business-Level English Proficiency

Experience in Customer-Focused Roles

Tools

Microsoft Office

Excel

PowerPoint

Lean Six Sigma

Job description

Join Ten Group as a Customer Experience (CX) Analyst

Ten Group is building a world-class global Customer Experience (CX) team for one of our valued clients, aiming to create seamless, compelling customer journeys for members worldwide. This is an exciting opportunity to join a dynamic team, collaborate across regions, and play a key role in analyzing and shaping exceptional customer experiences.

About the Role
As a CX Analyst, you will report to the Senior CX Team Manager and support efforts to optimize customer journeys by identifying opportunities for improvement through data-driven insights. You'll work closely with regional teams and the global service support function to ensure we deliver high-quality experiences and remove barriers to seamless service delivery.

Key Responsibilities

1. Analyze Customer Journeys: Evaluate every touchpoint to identify friction points, improving service quality and member satisfaction.
2. Enhance Member Lifetime Experiences: Contribute to initiatives focusing on onboarding, recovery, optimization, and advocacy to maximize member value.
3. Support CX Strategy Development: Collaborate with global peers and regional managers to gather insights and inform CX roadmaps.
4. Utilize Data-Driven Insights: Conduct research, mystery shopping, and competitive analysis to prioritize and recommend improvements.
5. Champion Customer-Centricity: Contribute to fostering a culture of customer obsession in your region.
6. Measure and Report Performance: Assist in tracking KPIs such as CSAT, NPS, CES, and CLV to monitor and improve the customer experience.

Requirements

What We’re Looking For:

1. Strong analytical skills with the ability to interpret data and provide actionable insights.
2. A customer-first mindset, driven by empathy and emotional intelligence.
3. Excellent communication skills to effectively convey insights and ideas to stakeholders.
4. Problem-solving capabilities to address customer challenges proactively.
5. Flexibility and adaptability to thrive in a fast-paced, dynamic environment.
6. Knowledge of loyalty and satisfaction metrics and an aptitude for technology and digital solutions.

Qualifications & Experience:

1. Proficiency in business-level English.
2. Experience in customer-focused roles or in customer experience analysis.
3. Familiarity with tools such as Microsoft Office, particularly Excel and PowerPoint.
4. Exposure to Lean Six Sigma practices for CX improvement (desirable).

Guidelines for Hybrid/Home Office:

1. Located in United Kingdom.
2. Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement - at least 2x a week in the office.
3. A secure home office at your confirmed address, free from background noise or other distractions.
4. Internet service must meet minimum requirements and minimum speed check must be completed.

Benefits

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Rewards designed around you:

1. A competitive salary depending on experience.
2. Hybrid working. You can combine working from home and working from the office. If you don’t live near our office, then we are open to fully remote working options too.
3. Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
4. Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
5. Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
6. Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
7. Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
8. Be part of our global, dynamic, and inclusive Team, with diversity at its core.
9. Genuine career opportunities within a dynamic and international company.

Who We Are
Ten Life Group is a global luxury concierge service, and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”

Thank you for considering a career with us. Don't miss the opportunity to join our team! The application deadline for this position is 31 December 2024. Submit your application before then to be considered for this exciting opportunity. We look forward to reviewing your application!