Customer Insights and Systems Analyst

Michael Page; Leeds; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

A global market leading business in Leeds is looking for a Customer Insights & Systems Analyst. The role involves implementing dashboards and reporting metrics while focusing on customer satisfaction and efficiency. Ideal candidates will have experience in a similar analyst role and strong Excel skills. This position offers a salary of £35,000 - £40,000 and hybrid working options.

Benefits

Generous company benefits

Free parking

Opportunity for growth and development

Qualifications

• Experience in a similar Analyst role across Customer Service or Order Management.
• Ability to interpret, understand, and present on multiple data streams.

Responsibilities

• Capture and record customer data to understand Customer Service performance.
• Create and implement customer service dashboards.
• Present reports to European Customer Service Managers.

Skills

Experience in Analyst role

Customer focused approach

Strong Excel skills

Tools

CRM systems - Hubspot

Job description

Overview

Customer Insights & Systems Analyst — Newly created role within a global business. £35,000 - £40,000. Leeds / Hybrid - 3 days on site. Ability to implement all new dashboards & reporting metrics across customer service, CRM system (Hubspot) and order management.

Responsibilities

• Capture and record customer data to understand Customer Service performance and outputs across data stream including CRM (Hubspot) & ERP systems
• Create and implement customer service dashboards focused on customer service activity, order management (OTIF) and customer satisfaction
• Create and present reports based on customer activity and customer satisfaction to European Customer Service Managers & Head of European Customer Service
• Create data-driven recommendations to improve customer satisfaction, efficiency and support commercial performance
• Analyse, interpret and understand data around Customer Contact Volumes, Channel Usage, Reason for Contact ETC
• Monitor and maintain the integrity, structure, and usability of customer data platforms (e.g., CRM and ERP).
• Implement and integrate NPS & CSAT performance across the function

Profile

• Experience in a similar Analyst role across either Customer Service, Contact Centre, Supply Chain / Order Management
• Experience working with CRM systems - Hubspot Desirable
• Ability to interpret, understand and present on multiple data streams
• Customer focused approach
• Strong Excel skills

Job Offer

• This is an exciting, newly created role for a global market leading business based in Leeds.
• Salary of between £35,000 - £40,000 depending on experience
• Very generous company benefits - disclosed on application
• Free Parking
• Hybrid working - 3 days on site
• Ability to grow and develop within the business