Customer Insight & Experience Analyst

Cass Art; Newark on Trent; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading retail company in the UK is looking for a Customer Success Associate to support the Customer Success and Membership Manager. This role involves a mix of frontline customer service and customer insights analysis, with 30% time spent responding to queries and the rest focused on process improvements. Ideal candidates will possess strong analytical skills, a passion for customer service, and experience with customer service platforms like Zendesk. A proactive, detail-oriented approach is essential for success in this role.

Qualifications

• Ability to spot trends in data and feedback.
• Translate customer insights into actionable recommendations.
• Detail-oriented and organized in balancing service and analysis.
• Fluency in English with great telephone manner.

Responsibilities

• Analyse customer tickets to identify recurring issues.
• Consolidate feedback from surveys and reviews.
• Answer customer queries across various channels.
• Provide regular business insight reports.
• Support commercial improvements with marketing and retail teams.
• Assist with productivity improvements and explore AI tools.
• Run A/B tests to evaluate outcomes.
• Track customer pain points for UX improvements.
• Ensure timely customer responses.

Skills

Strong analytical skills

Clear communication

Organizational skills

Customer service experience

Interest in AI

Customer service skills

Fluency in English

Tools

Zendesk

Freshdesk

Job description

A leading retail company in the UK is looking for a Customer Success Associate to support the Customer Success and Membership Manager. This role involves a mix of frontline customer service and customer insights analysis, with 30% time spent responding to queries and the rest focused on process improvements. Ideal candidates will possess strong analytical skills, a passion for customer service, and experience with customer service platforms like Zendesk. A proactive, detail-oriented approach is essential for success in this role.