Customer Insights Consultant – Customer Talent Search

Jobspaddy; England; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A consulting firm in AI technologies is seeking an Insight Consultant to manage client relationships and enhance customer experience through data analysis. This role involves using analytical skills to provide actionable insights and improve key metrics for contact centre operations. The ideal candidate will have experience in customer insight analysis and strong communication abilities. The position offers a hybrid work model in Birmingham or Manchester, with a salary around £45,000 plus bonus and benefits.

Qualifications

• Strong insight and analysis experience.
• Knowledge of contact centre operations.
• Experience in reporting on metrics like CSAT, NPS, AHT.

Responsibilities

• Own the client relationship and understand operational goals.
• Analyse customer interactions and provide actionable insights.
• Create data-driven narratives to support optimisation.

Skills

Strong Customer Insight and Analysis

Contact Centre Operations knowledge

Reporting on contact centre metrics

Power BI and data visualization

Excellent communicator

Engaging and Persuasive

Job description

CTS represents an international network of Customer Management Executives, mainly across UK, Ireland, Germany, Netherlands, Spain, Portugal and South Africa. We have a vast network across all industries that have large contact centres and / or customer experience operations. We have professional relations with our connections; that emphasises building trust, fostering collaboration and we maintain long-term relationships for mutual benefit.

Our client is an expanding consultancy business that specialises in Contact Centre AI technologies.

Their AI SaaS solution is essentially a learning tool that uses speech analytics to learn from agents calls with customers and then feed back data for training and development within the team. It works both in real time and retrospectively. The aim of the platform is to turn a good Agent into a Great Agent by increasing scores across KPIs within the operation.

The software can be used to improve various business operations, be that reducing fraud, improving CX scores like NPS or any other designated goal of the end client.

The role of the Insight Consultant is to own the client relationship, to understand the operations leaders goals, their key metrics measures and then analyse customer interactions, provide actionable insights, and create compelling data-driven narratives to support the optimisation of your client’s customer and agent experience.

Essential Experience

• Strong Customer Insight and Analysis experience
• Contact Centre Operations knowledge
• Reporting on Contact Centre metrics measures like CSAT, NPS, NES, AHT and Call Quality.
• Power BI and other data visualisation tools.
• Excellent communicator
• Engaging and Persuasive
• Applicants must have permanent rights to work in the UK and be commutable to either Birmingham or Manchester

Hybrid – Birmingham or Manchester Office 3 days per week

Environment – Contact Centre Operations

Salary

neg around £45,000 + Bonus and Benefits

More Information