Customer Touchpoint Insight Analyst

Wireless Logic Ltd; Maidenhead; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Wireless Logic Ltd is seeking a Customer Touchpoint Insight Analyst to elevate customer experience through data-driven insights. You will analyze customer behavior and collaborate with various teams to implement strategies that improve loyalty and satisfaction. With your experience in data analysis and customer journey management, you will directly impact the company's success in delivering exceptional IoT connectivity solutions.

Benefits

25 days holiday

Buy up to 5 days additional holiday

Birthday Day off

Enhanced Maternity/Paternity Leave

Group Company Pension Scheme

Private Medical Insurance

Discounted Gym membership at over 3000 Gyms

Dental cover

Optical cover

Company Sick Pay Scheme

Cycle to work scheme

Onsite parking

Onsite gym

Access to online discounts on major retailers

Employee assistance program

Qualifications

• Minimum of 2 years' experience in service leadership.
• Proven experience in managing Customer Experience measures.
• Experience on international teams with diverse cultures.

Responsibilities

• Analyze data to identify trends and present findings to improve customer experience.
• Build relationships with customers to create a Voice of Customer forum.
• Monitor KPIs and recommend strategies to enhance customer satisfaction.

Skills

Data Analysis

Stakeholder Engagement

Customer Journey Strategy

Tools

Excel

Power BI

SQL

Job description

1 week ago Be among the first 25 applicants

What We’re All About

Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity! But we’re more than that. Our mission? To make IoT management a breeze for any device, anywhere. With over

What We’re All About

Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity! But we’re more than that. Our mission? To make IoT management a breeze for any device, anywhere. With over 10 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

IoT… a fancy acronym or a secret code?

The Internet of Things (IoT) is like the magical glue that keeps the world connected! From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected

Role Overview

We're on the hunt for a highly experienced and strategic Customer Touchpoint Insight Analyst to lead our customer experience (CX) initiatives across multiple channels and group Operating Companies (OPCOS). This role is all about transforming how our customers interact with us by using data-driven insights. Think Voice of the Customer (VoC), Cost of Poor Quality (CoPQ), Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT) – you'll be diving deep into these metrics to understand customer behaviour and their ever-evolving "critical to quality" (CTQ) needs. If you’re passionate about turning insights into actionable strategies that boost customer loyalty and satisfaction, this is your gig!

Your Daily Quest (Key Responsibilities):

• Strategize & Collaborate: Provide strategies and toolkits for cross-functional management of customer experience change initiatives across all OPCO business areas.
• Data Dive & Analyze: Analyze data to identify trends, patterns, and insights related to customer behavior, preferences, and satisfaction, presenting findings through reports, scorecards, and dashboards.
• Improve Continuously: Identify improvements by gathering daily insights from existing customer feedback mechanisms like surveys, social media, and CRM systems, assisting functions to reduce inefficiencies and enhance service delivery.
• Monitor & Report KPIs: Monitor key performance indicators (KPIs) such as response times, resolution rates, NPS (target +50 MAR), CES (target 70 MAR), and CSAT (target 97%), reporting findings and recommending actionable strategies.
• Drive Customer Voice: Build relationships with key customers to create a Voice of Customer forum, working with the Customer UX team to drive improvements and demonstrate a reduction in customer churn through CX enhancements.
  
  

The Secret Sauce (Key Experience & Skills):

• Senior Service Leadership: A minimum of 2 years' experience as a senior leader in one or more service departments.
• CX Ownership: Proven experience as the owner of Customer Experience/Service measures at a brand/company level.
• International Team Collaboration: Experience working with international teams providing service in multiple countries, languages, and cultures.
• Customer Journey Strategy: Established experience in implementing formal Customer Journey strategies, management principles, and processes.
• Data Analysis Expertise: Strong data analysis and statistical measurement skills, with high computer literacy and the ability to learn new analytical software packages (e.g., Excel, Power BI, SQL).
• Stakeholder Engagement: Strong stakeholder engagement skills and a proven ability to collaborate across multiple cultures and diverse groups of employees and customer types.
  
  

What Will Make You Shine At Wireless Logic (Behaviours & Culture) :

• Motivation and passion that lights up the room.
• The ability to stay calm and collected under pressure.
• Develop, inspire, and engage others around you, supporting principles of inclusion and equity.
• Actively participate in and promote our social initiatives.
• Be a brand ambassador for our business!
• Demonstrate interest in continuous self-development.
• A positive, can-do attitude that’s infectious.
• A collaborative or leadership style that gets the best out of others.
• Accountability and professionalism (but don’t worry—we’re not all suits and ties).
• Resilience to roll with the punches and come back swinging.
  
  

Your Objectives For The Year

• Achieve Target CX Scores: Drive the NPS score to +50 MAR, CES measure to 70 MAR, and CSAT measure to 97% across all relevant customer touchpoints by the end of the year.
• Establish Robust VoC Program: Create and implement a structured Voice of Customer (VoC) forum, leveraging customer insights to drive measurable improvements in key customer processes by Q3.
• Reduce Cost of Poor Quality: Identify and implement continuous improvement initiatives aimed at reducing the Cost of Poor Quality (CoPQ), specifically focusing on credit-related issues, demonstrating a measurable reduction by year-end.
  
  

Why Come Work With Us?

Here’s why we’re confident you’ll love being part of our team:

• The chance to join a creative, entrepreneurial company where bold ideas are celebrated.
• Full training, ongoing support, and the tools to help you thrive and grow in your role.
• ️ We’re a company with heart. We genuinely care about our people and make sure everyone feels valued, respected, and part of the family.
  
  

For UK: Benefits Of Being Part Of The Team:

• 25 days holiday
• Buy up to 5 days additional holiday
• Birthday Day off
• Enhanced Maternity/Paternity Leave
• Group Company Pension Scheme
• Private Medical Insurance
• Discounted Gym membership at over 3000 Gyms
• Dental cover
• Optical cover
• Company Sick Pay Scheme
• Cycle to work scheme
• Onsite parking
• Onsite gym
• Access to a variety of online discounts on major retailers
• Employee assistance program
  
  

Ok, I'm Interested, What’s Next?

Thank you so much for your interest in Wireless Logic Group, we appreciate the time and emotion that goes into an application.

We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately, due to volume we are not able to get back to everyone individually so if you have not heard back from us unfortunately you have not been successful on this occasion but would love to stay in touch for future opportunities.

Overview Of Interview Process At Wireless Logic

• Tele Interview – Meet the people team
• 1st Interview (Virtual) - Meet your manager
• 2nd Stage (Face to Face)- Meet your peers
• Final Stage (Virtual / Face to Face)- Meet our leadership
  
  

If you require reasonable accommodation during the application and selection process, please let us know. We will work together to best meet your needs.

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.

Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.

By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us ([e-mail]) and we will respond to your query as soon as possible.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Telecommunications

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