Customer Experience Specialist

Getronics; Glasgow; Hybrid; GBP 30,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Experience Analyst to enhance customer satisfaction through data analysis and insights. This role involves gathering and interpreting data to identify trends and improve operational efficiency. You will work closely with various teams to implement strategic initiatives that enhance the customer journey. The company offers a supportive environment with flexible working options, a comprehensive benefits package, and opportunities for professional development. If you're passionate about data and customer experience, this is the perfect opportunity to make an impact.

Benefits

Flexible Working Options

25 Days Holiday

Employee Referral Scheme

Private Medical Cover

Company Pension Scheme

Access to Digital GP App

1-Day Paid Leave for Volunteering

24/7 Employee Assistance Programme

Global Recognition Program

Continuous Development Opportunities

Qualifications

• Proven experience in data analysis and customer experience roles.
• Strong analytical skills with the ability to interpret complex data.
• Experience with customer experience management platforms is a plus.

Responsibilities

• Collect and analyse customer data from various sources.
• Collaborate with cross-functional teams to improve customer experience.
• Monitor KPIs related to customer satisfaction and experience.

Skills

Data Analysis

Statistical Techniques

Customer Experience Management

Communication Skills

Problem Solving

Education

Bachelor's Degree in Business Administration

Bachelor's Degree in Data Science

Bachelor's Degree in Statistics

Tools

CRM Systems

Data Analytics Tools

Business Intelligence Software

Job description

Getronics is a global leader in technology solutions with a team of over 4,000 colleagues in 22 centres, providing comprehensive end-to-end services across the globe. Our mission is to deliver and continually evolve reliable IT services and solutions to empower organisations to maximise their business potential.

We have an exciting opportunity for a Customer Experience Analyst to join our team!

What we can give you:

• 37.5-hour working week with flexible working options, giving you that much needed work/life balance
• 25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidays
• Hybrid working – home and Glasgow office
• Full training provided as part of robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available
• Employee Referral Scheme
• Flexible benefits package that aims to offer something for everyone
• GetVibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics!
• 24/7 advice and support across a wealth of topics with free access to our Employee Assistance Programme
• To give back to the community and in support of our global ESG programme, you’ll be given 1-day paid leave to participate in local volunteering projects
• Company Pension Scheme, plus life assurance, and access to our free Digital GP App via Aviva
• Private medical cover from 12 months
• Global Recognition Program – 40+ awards were made last year under our RecogniseMe scheme

Role Purpose:

As a Global Customer Experience & Data Analytics Analyst, you will play a crucial role in analysing and interpreting customer and business data to enhance overall customer experience and operational efficiency. This role requires strong analytical skills, attention to detail, and the ability to effectively communicate insights to internal teams and external clients. You will be responsible for gathering, processing, and analysing customer and business data, developing reports, and supporting decision-making through actionable insights. Additionally, you will collaborate closely with cross-functional teams, including product development, marketing, and IT, to ensure continuous improvement in customer satisfaction and business performance.

What to expect:

Data Analysis & Insight Generation:

• Collect and analyse customer and business data from multiple sources, including surveys, feedback forms, CRM systems, and transactional databases.
• Interpret data to identify trends, patterns, and areas for improvement in the customer experience journey.
• Apply statistical techniques and predictive modelling to forecast customer trends and anticipate future needs.
• Use exploratory analysis to detect patterns, correlations, and anomalies in data.
• Analyse existing data structures to understand their architecture and relationship to business processes.
• Design and develop processes for data collection, extraction, cleansing, transformation, and integration to ensure high data quality and eliminate inconsistencies.
• Develop efficient data schemas to facilitate analysis and integration with other sources.
• Prepare comprehensive reports and dashboards to communicate key findings and recommendations to stakeholders.
• Develop dynamic reports and dashboards to facilitate the interpretation of information and support data-driven decision-making.
• Present findings in a clear and concise manner, highlighting actionable insights that drive strategic initiatives.

Cross-functional Collaboration:

• Collaborate with product development, marketing, IT, and customer support teams to implement initiatives that improve customer experience and business operations.
• Act as a subject matter expert on customer data and insights, providing guidance to various teams.
• Work closely with project managers to ensure proper progress and alignment with business needs.

Application & Process Optimisation:

• Understand customer requirements and translate them into functional specifications for technical teams.
• Coordinate and communicate with development teams to ensure technical solutions align with business needs.

Continuous Improvement & Quality Tools:

• Monitor key performance indicators (KPIs) related to customer experience and satisfaction.
• Identify opportunities for process optimisation and efficiency gains to enhance overall customer productivity and business performance.
• Utilise quality tools such as Six Sigma, Lean methodologies, and root cause analysis to drive continuous improvement.

What we expect from you:

• Bachelor’s degree in Business Administration, Data Science, Information Systems, Marketing, Statistics, or a related field.
• Proven experience in data analysis, customer experience, or business intelligence roles.
• Strong analytical skills with the ability to interpret complex data and generate actionable insights.
• Experience with customer experience management platforms, data analytics tools, and business intelligence software is a plus.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong communication skills, with the ability to convey complex information in a clear and concise manner.
• Familiarity with data engineering processes and statistical analysis techniques.
• Experience in quality management tools and methodologies is an advantage.

If you think you have 75% or even 90% of what we are looking for and know you are capable of the responsibilities and duties at hand, we encourage you to apply! Not all applicants require 100% of what we expect. This will prove you are willing to develop, curious to learn and grow professionally and personally.

What to do next:

If this ticks your boxes, and you are looking for a new and exciting opportunity, then please apply below with a copy of your CV and your contact details. We would appreciate a short message as to why you are interested in the position and Getronics!

As a business, we offer an Employee Referral Programme, if you have someone in your life you think would be a perfect fit then send them a link to the career’s webpage.

If you would like to ask any questions regarding our vacancies, Getronics as a business, or anything else, please don’t hesitate to get in touch. The Talent Acquisition team will be available on 0141 814 1055 or alternatively, email into [e-mail]

We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Analyst, Consulting, and Information Technology

• Industries

  IT Services and IT Consulting, IT System Operations and Maintenance, and IT System Custom Software Development

Referrals increase your chances of interviewing at Getronics by 2x

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