Guest Experience Tech & Data Lead

Merlin Entertainments; Greater London; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

40% discount off LEGO sets/Store

Merlin Magic Pass: 20 free tickets

25% discount in Merlin shops/restos

Staff discount codes for Merlin Annual

Private pension scheme

Life assurance scheme

Employee assistance programme

Perks at Work discounts

Ongoing training & development

Job summary

Merlin Entertainments is seeking a Contact Centre Experience Executive to keep our digital channels running smoothly and to empower advisors with the tools and data they need to excel. You will champion IVRs, chatbots, knowledge bases and coordinate with suppliers to optimise performance across UK locations.

You will analyse channel metrics, translate data into insights, and guide stakeholders toward data-driven decisions that improve guest experiences across Merlin attractions.

Qualifications

• Experience in a contact centre or customer service administrative role is essential.
• Strong verbal and written communication skills.
• Excellent organisational and time-management abilities.
• Proficiency with contact centre software, CRM systems, and Microsoft Office (Word, Excel, Outlook, PowerPoint).
• High attention to detail and accuracy in data and record-keeping.
• Ability to collaborate effectively within diverse teams.
• Comfortable analysing data to support operational decision-making.

Responsibilities

• Keep our digital contact channels running smoothly and ensure advisors have tools and data to shine.
• Champion contact centre platforms and partner with suppliers to resolve issues and enhance performance.
• Track channel performance and transform data into actionable insights for data-driven decisions.

Skills

Communication skills

Data analysis

Team collaboration

Organisational skills

Problem solving

Attention to detail

Adaptability

Tools

CRM systems

Microsoft Office

Job description

Merlin Entertainments is seeking a Contact Centre Experience Executive to keep our digital channels running smoothly and to empower advisors with the tools and data they need to excel. You will champion IVRs, chatbots, knowledge bases and coordinate with suppliers to optimise performance across UK locations.

You will analyse channel metrics, translate data into insights, and guide stakeholders toward data-driven decisions that improve guest experiences across Merlin attractions.