Technical CX Analyst — Customer Experience & Insights

ABL 1 Touch Group Limited

Warrington

On-site

GBP 32,000 - 42,000

Full time

3 days ago

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Job summary

ABL 1 Touch is seeking a Technical Customer Experience Executive in Warrington to join the Customer Experience team. Use technical knowledge, customer insight, data and complaint trends to identify opportunities for improvement and help deliver an exceptional experience for customers and business partners.

You’ll work with operations, production, technical support and partner teams to understand service performance, resolve issues and implement improvements that positively impact the customer

Qualifications

Strong understanding of customer experience principles and practices.
Ability to interpret customer feedback, trends and management information.
Experience translating insight into practical service improvements.

Responsibilities

Produce and analyse SLA reporting and management information for insurers, partners and sites.
Analyse feedback to identify trends, root causes and improvement opportunities.
Support investigation and resolution of complaints and share lessons learned.
Analyse technical repair-related complaints and provide actionable insights.
Map and review the customer journey to identify touchpoints and pain points.
Collaborate with technical support, production and operations to resolve issues quickly.
Support customer training and resources for end-users.

Skills

Customer experience

Analytical skills

Communication

Problem-solving

Stakeholder collaboration

Influence

Job description

You’ll work with operations, production, technical support and partner teams to understand service performance, resolve issues and implement improvements that positively impact the customer

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