Customer Experience Insight Analyst - Hybrid (Southampton)

eFinancialCareers; Southampton; Hybrid; GBP 40.000 - 52.000; Vollzeit

Zusammenfassung

Quilter plc in Southampton is seeking a Customer Experience Analyst to turn customer and adviser evidence into clear insights and actionable recommendations. You will blend qualitative and quantitative data from Voice of Customer surveys, complaints, reviews and operational performance to explain what customers are experiencing and where to focus.

The role supports the development of Quilter's Voice of Customer approach across priority journeys, shapes survey frameworks, identifies data needs,

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.

Jobbeschreibung

Quilter plc in Southampton is seeking a Customer Experience Analyst to turn customer and adviser evidence into clear insights and actionable recommendations. You will blend qualitative and quantitative data from Voice of Customer surveys, complaints, reviews and operational performance to explain what customers are experiencing and where to focus.

The role supports the development of Quilter's Voice of Customer approach across priority journeys, shapes survey frameworks, identifies data needs,