Customer Experience & Insights Analyst

RedCat Digital; Greater London; On-site; GBP 50,000 - 60,000; Full time

Job summary

A leading global financial technology company is seeking a Customer Experience & Insights Analyst to enhance customer satisfaction through data analysis and AI integration. This role involves collaborating with a high-performing team to redefine customer success strategies across various markets, ensuring actionable insights and operational excellence.

Benefits

Hands-on exposure to transformative customer success strategies

Work on cutting-edge AI projects

Collaborative, innovative environment

Qualifications

• Experience working with customer experience data and support metrics.
• Strong problem-solving capabilities and ability to break down complex data.
• Proven track record of cross-functional collaboration.

Responsibilities

• Deep dive into voice of customer data to drive improvements.
• Champion the use of AI to automate processes and enhance efficiency.
• Develop data-backed insights and present findings to stakeholders.

Skills

Data Analysis & Interpretation

Root Cause Analysis

Strategic Thinking

Stakeholder Engagement

Technical Proficiency in AI & Automation

SQL Proficiency

Job description

This range is provided by RedCat Digital. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from RedCat Digital

20yrs matching Senior Design, Creatives, Marketing, Tech & Digital Talent with the best companies in the world.

Customer Experience & Insights Analyst – Global Financial Technology Company (Contract)

Location: London

Are you passionate about turning data into insight and insight into action? A global leader in financial technology is seeking a talented Customer Experience & Insights Analyst to join its Customer Success function. This pivotal role supports customers across the UK, Canada, Australia, and Emerging Markets.

This is an exciting opportunity to work within a contact centre at the intersection of data, customer experience, and emerging technologies like AI. You’ll be supporting a high-performing Customer Success team that is redefining what it means to deliver value moving from a traditional service model to one that drives growth, retention, and customer confidence.

Key Responsibilities

1. Voice of the Customer & Operational Insights

You’ll deep dive into voice of customer (VoC) data and support metrics to drive measurable improvements in customer experience and operational performance across multiple markets.

• Analyse customer feedback (e.g. TNPS, verbatim comments) alongside operational data such as handle times, contact reasons, and wait times.
• Identify pain points and root causes behind negative customer experiences.
• Develop data-backed insights and prioritised recommendations to address high-impact areas.
• Present findings to stakeholders across Product Support, Operations, and Leadership.
• Ensure recommendations are actionable and tailored to regional business realities.

Evaluate how global BPO partners are driving up-sell and cross-sell opportunities during customer interactions.

• Review site-level and agent-level sales performance metrics.
• Identify trends and opportunities for improvement in sales conversion and lead passing.
• Deliver root cause analyses of underperformance and recommend actionable fixes.
• Work closely with internal and external stakeholders to drive accountability and impact.
• Build a performance artefact with insights and action plans to improve sales outcomes globally.

3. AI & Automation Integration

Champion the use of AI to automate processes, extract insight, and increase the efficiency of support operations.

• Identify manual processes suitable for automation, particularly around customer interactions and agent notes.
• Use internal AI tools to build, test, and refine LLM-based solutions and prompts.
• Develop scalable AI workflows that enhance insight generation across regions.
• Document and promote AI-driven solutions internally, supporting change adoption and training.

Ideal Candidate Profile

Key Skills & Experience:

• Data Analysis & Interpretation: Experience working with customer experience data, support metrics, and performance dashboards.
• Root Cause Analysis: Strong problem-solving capabilities and ability to break down complex data into clear action points.
• Strategic Thinking: Able to prioritise initiatives based on business impact and resource feasibility.
• Stakeholder Engagement: Proven track record of cross-functional collaboration, influencing across operations, product, and leadership.
• Technical Proficiency in AI & Automation: Exposure to AI tools, prompt engineering, and practical application of AI in customer support environments.
• SQL Proficiency: Strong command of SQL is essential for querying and analysing data.

Why Apply?

• Join a purpose-driven, customer-obsessed team with a global impact
• Gain hands-on exposure to transformative customer success strategies
• Work on cutting-edge AI projects aimed at real-world application and scalability
• Engage with a collaborative, innovative environment at a globally recognised fintech brand

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Analyst, Customer Service, and Information Technology

• Industries

  Technology, Information and Media, Financial Services, and IT Services and IT Consulting

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