Customer Experience & Insight Analyst

Quilter plc; Southampton; Hybrid; GBP 40.000 - 60.000; Vollzeit

Benefits dieser Stelle

Pension

Private Medical Insurance

Life Assurance

Income Protection

Holiday Entitlement

Zusammenfassung

Quilter plc is seeking a Customer Experience Analyst in Southampton on a permanent, hybrid basis. You will turn customer and adviser evidence into clear insight, practical recommendations and measurable action, drawing from surveys, reviews, performance data and stakeholder feedback.

You will support Voice of Customer frameworks, coordinate data requirements, and develop dashboards and governance updates for accountable owners and governance forums.

Qualifikationen

• Experience in customer experience, insight, Voice of Customer, research, data analysis, business analysis, service improvement or a related discipline.
• Strong analytical capability, with experience of combining qualitative and quantitative evidence and checking data quality before drawing conclusions.
• Experience translating insight into clear recommendations, priorities and measurable actions.
• Confidence working with survey data, customer feedback, complaints, public reviews, operational measures and other complex datasets.
• Experience producing dashboards, MI, presentations or governance reporting for a range of audiences.
• Strong stakeholder management skills, with the confidence to work across organisational boundaries and constructively challenge internal and external partners.

Aufgaben

• Analyse customer and adviser feedback alongside complaints, Trustpilot and other public reviews, operational data, risk events, failure demand, processing demand and relevant research.
• Produce clear, accurate and timely insight that identifies themes, root causes, differential outcomes, emerging risks and opportunities for improvement.
• Support the design and continuous improvement of Voice of Customer survey frameworks, including question sets, distribution approaches, target tolerances, measures and reporting requirements.
• Coordinate the data, technology and operational requirements needed to issue surveys and strengthen the coverage, reliability and automation of customer feedback.
• Develop and maintain dashboards, reports, presentations and governance updates that make insight easy to understand and support evidence-based decisions.
• Work with accountable owners to convert insight into prioritised actions, track progress and assess whether changes have delivered the intended customer and business outcomes.

Kenntnisse

Customer experience

Insight

Voice of Customer

Data analysis

Business analysis

Service improvement

Tools

Power BI

Advanced Excel

Jobbeschreibung

Quilter plc is seeking a Customer Experience Analyst in Southampton on a permanent, hybrid basis. You will turn customer and adviser evidence into clear insight, practical recommendations and measurable action, drawing from surveys, reviews, performance data and stakeholder feedback.

You will support Voice of Customer frameworks, coordinate data requirements, and develop dashboards and governance updates for accountable owners and governance forums.