Customer Experience Insight & Quality Analyst - 12 Month FTC

TN United Kingdom; Telford; Hybrid; GBP 34,000 - 40,000; Full time

Job summary

An innovative firm is seeking a Customer Experience Insight & Quality Analyst for a 12-month FTC. In this hybrid role, you will analyze customer experience metrics to uncover insights that drive improvements. Collaborating with various teams, you will present your findings to stakeholders, enhancing customer satisfaction through data-driven decisions. This position offers a competitive salary, performance bonuses, and a commitment to supporting your wellbeing. Join a company recognized for its dedication to diversity and inclusion, and help shape the future of digital infrastructure.

Benefits

Performance Bonus

Wellbeing Benefits

Qualifications

• Strong data analysis skills with a focus on customer experience metrics.
• Ability to present insights effectively to stakeholders at all levels.

Responsibilities

• Analyze customer experience metrics to drive improvements.
• Collaborate with teams to design and assess metrics for better insights.

Skills

Data Analysis

Communication Skills

Attention to Detail

Extracting Insights from Data

Tools

Tableau

Python

SQL

Excel

Job description

Social network you want to login/join with:

Customer Experience Insight & Quality Analyst - 12 Month FTC, Telford

Client:

CityFibre

Location:

Telford, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

0cfcc0c3fba1

Job Views:

4

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least 2 days a week.

As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re busy setting new standards for what digital infrastructure can and should be.

Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, but also help businesses to innovate, provide communities with a better digital foundation, and support economic growth locally and nationally.

What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for many people!

Joining us as a Customer Experience Insight & Quality Analyst on a 12 month FTC

In this dynamic role, you'll analyze CX and Quality metrics to uncover insights and drive improvements across our customer journeys. You'll be responsible for delivering these metrics while working closely with stakeholders to foster collaboration and innovation.

By interpreting CX data, you’ll identify trends and opportunities to enhance customer satisfaction. Your findings will be presented to stakeholders at all levels, creating self-serve systems that empower teams with actionable insights, introduce fresh ideas, and enhance our data presentation to showcase the true customer experience.

You’ll receive a salary of up to £40,000pa, a performance bonus, and benefits supporting your financial, physical, and mental wellbeing.

This is some of what you can expect to do:

• Analyze CX and quality metrics for insights
• Share findings to improve customer experience
• Participate in monthly Customer Experience Summits
• Collaborate with teams to design and assess metrics
• Interpret feedback from customer surveys on installations
• Bring innovative ideas to improve data and metrics

What you’ll bring:

Strong data analysis skills, excellent communication, and attention to detail to deliver insights.

You will also have:

• Ability to extract insights from complex data
• Proficiency in Tableau and a desire to learn Python
• Experience in data querying and warehousing
• Advanced Excel and SQL skills
• Effective communication skills and confidence in presenting
• Autonomous working ability with high-quality outputs

Diversity, Inclusion & Belonging

We’re committed to diversity and inclusion, recognized as a Times Top 50 Employer for Gender Equality, endorsed by WORK180, and a partner of Diversifying. We support the Armed Forces Covenant and are a Disability Confident Employer. We encourage applications from all backgrounds and offer support and adjustments during the application process.