Customer Experience & Insights Advocate

Sharpsmart; Tudhoe; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading service management company in the UK is looking for a Customer Experience Specialist. This role focuses on enhancing customer feedback processes through NPS strategies and data analysis. You will work closely with various internal departments and engage directly with customers during site visits to improve the overall service experience. Strong skills in communication, data management, and customer relations are essential for success in this role.

Qualifications

• Experience in a customer-facing or service support role.
• Strong communication skills in both written and verbal formats.
• Ability to analyze customer feedback and identify trends.
• Comfortable with data and reporting tools.

Responsibilities

• Create NPS strategy and manage survey responses.
• Run customer journey workshops and map out improvements.
• Conduct monthly site visits and maintain adherence to service delivery.
• Analyze customer service trends and prepare reports.

Skills

Customer service experience

Clear written and verbal communication

Data analysis skills

Attention to detail

Ability to manage multiple tasks

Team collaboration

Process documentation

Tools

Power BI

Job description

A leading service management company in the UK is looking for a Customer Experience Specialist. This role focuses on enhancing customer feedback processes through NPS strategies and data analysis. You will work closely with various internal departments and engage directly with customers during site visits to improve the overall service experience. Strong skills in communication, data management, and customer relations are essential for success in this role.