Customer Insights Consultant – Customer Talent Search

Jobspaddy; England; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading consultancy business in the UK is seeking a Customer Insights Consultant to enhance client relationships through actionable insights and data analysis. This pivotal role involves utilizing AI-driven tools to optimize customer experiences in dynamic contact centre environments. Successful applicants will demonstrate strong values in analytics and have permanent rights to work in the UK.

Qualifications

• Strong experience in customer insight and analysis.
• Knowledge of contact centre operations and metrics.
• Applicants must have permanent rights to work in the UK.

Responsibilities

• Own the client relationship and understand operations leaders' goals.
• Analyse customer interactions and provide actionable insights.
• Create data-driven narratives to support customer and agent experience optimisation.

Skills

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

Engaging and Persuasive

Job description

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Customer Insights Consultant – Customer Talent Search, england

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Client:

Jobspaddy

Location:

england, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

b6dd16522676

Job Views:

4

Posted:

02.06.2025

Expiry Date:

17.07.2025

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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.

• 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.
• 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