Hybrid Customer Experience & Insight Analyst

Quilter; Southampton; Ibrido; GBP 42.000 - 60.000; Tempo pieno

Descrizione del lavoro

Quilter is seeking a Customer Experience Analyst to transform customer and adviser evidence into actionable insights. The role combines qualitative and quantitative data from surveys, complaints, reviews and performance metrics to explain customer experience and identify where Quilter should focus improvements.

You will support the development of Quilter’s Voice of Customer framework across priority journeys, shape survey questions, measures and reporting, and translate findings into concise

Competenze

• Experience in customer experience, insight, Voice of Customer, research, data analysis, business analysis, service improvement or a related discipline.
• Strong analytical capability, with experience of combining qualitative and quantitative evidence and checking data quality before drawing conclusions.
• Experience translating insight into clear recommendations, priorities and measurable actions.
• Confidence working with survey data, customer feedback, complaints, public reviews, operational measures and other complex datasets.
• Experience producing dashboards, management information, presentations or governance reporting for a range of audiences.
• Strong stakeholder management skills, with the confidence to work across organisational boundaries and constructively challenge internal and external partners.
• Excellent written and verbal communication, including the ability to explain complex findings clearly and present to senior stakeholders.
• Strong planning and organisational skills, with the ability to manage recurring operational activity alongside projects and changing priorities.
• An understanding of Consumer Duty, vulnerable customers and the importance of evidencing good customer outcomes.
• A practical, curious and collaborative approach, with attention to detail and a willingness to investigate issues through to resolution.
• Experience of survey platforms, customer feedback technology, Power BI or advanced Excel would be advantageous.

Mansioni

• Analyse customer and adviser feedback alongside complaints, Trustpilot and other public reviews, operational data, risk events, failure demand, processing demand and relevant research.
• Produce clear, accurate and timely insight that identifies themes, root causes, differential outcomes, emerging risks and opportunities for improvement.
• Support the design and continuous improvement of Voice of Customer survey frameworks, including question sets, distribution approaches, target tolerances, measures and reporting requirements.
• Coordinate the data, technology and operational requirements needed to issue surveys and strengthen the coverage, reliability and automation of customer feedback.
• Develop and maintain dashboards, reports, presentations and governance updates that make insight easy to understand and support evidence-based decisions.
• Work with accountable owners to convert insight into prioritised actions, track progress and assess whether changes have delivered the intended customer and business outcomes.
• Undertake external benchmarking and market research across customer experience, journeys, digital engagement, propositions and relevant industry practice.
• Lead the day to day management of Quilter’s external review and adviser feedback arrangements, including VouchedFor, supplier relationships, forums, data exchanges, access processes, controls and service issues.
• Maintain robust processes for recurring data submissions, joiner and leaver activity, audit checks and issue resolution, ensuring personal data is handled appropriately and responsibilities are clear.
• Monitor the quality and integrity of third-party and internal datasets, investigate discrepancies and recommend sustainable improvements to systems, controls and ways of working.
• Support customer journey analysis by bringing relevant experience evidence into journey maps, scorecards, problem statements and improvement priorities.
• Prepare and facilitate workshops, working groups and stakeholder reviews, securing input and agreement across organisational boundaries.
• Apply Consumer Duty and vulnerable customer considerations throughout analysis, reporting and recommendations, including customer understanding, consumer support, foreseeable harm and differential outcomes.

Conoscenze

Customer experience

Insight

Voice of Customer

Data analysis

Business analysis

Service improvement

Stakeholder management

Communication

Planning

Organisational skills

Power BI

Advanced Excel

Strumenti

Power BI

Excel

Descrizione del lavoro

Quilter is seeking a Customer Experience Analyst to transform customer and adviser evidence into actionable insights. The role combines qualitative and quantitative data from surveys, complaints, reviews and performance metrics to explain customer experience and identify where Quilter should focus improvements.

You will support the development of Quilter’s Voice of Customer framework across priority journeys, shape survey questions, measures and reporting, and translate findings into concise