Customer Experience jobs in United Kingdom

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Charity People is delighted to be partnering with RAF Association (RAFA) to recruit a Data Insight Analyst to join their team.

If you’re excited about the potential ways in which data insight can support this amazing organisation’s work and have a curiosity that leads you to spot trends as well as the ability to interpret complex data, this could be a wonderful next step for you!

As one of the oldest military charities, RAF Association offers support to a community of over one million people and helps over 85,000 people to overcome difficulties ranging from physical and mental wellbeing issues to financial struggles annually.

A fab opportunity for someone with a background in data insight and analysis to work with a brilliant line manager to ensure that the organisation is using data intelligently to inform their work.

Data Insight Analyst
Contract: Permanent full time role working 37.5 hours per week
Salary: Starting salary £33,820, increasing to £35,600 after successful completion of the probation period of six months
Location: Hybrid between home and the organisation’s HQ just outside of Central Leicester with ideally three days per week in the office with potential for flexibility
Closing date for applications: Midnight on Tuesday 18th March
Interviews: Interviews will be held on Thursday 27th March ideally in person

As Data Insight Analyst you will take the lead in the design, production and communication of strategic insights and recommendations to maximise the potential of the Association’s customer database, improve customer experience and ensure sustainable income.

You will work closely with the Head of Customer Experience & Insight, as well as wider stakeholders, to create and deliver bespoke analysis and forecasting to inform customer marketing and engagement strategies.

Core responsibilities within your role will be to:

• Interact with data through SQL, PowerBI and Salesforce to generate metrics, KPIs and actionable insight
• Manage the design of reports and dashboards in Salesforce on behalf of stakeholders, assisting with self-service analytics and complex analysis using SQL and Power BI
• Act as the first point of contact for Customer analytic requests and work closely with stakeholders to define the scope, deliverables and outcomes, ensuring technical concepts are translated into clear, accessible language
• Proactively participate in data quality and integrity projects by driving the maintenance and cleaning of data and ensuring consistency of use
• Provide insight to assist with data selection processes and ensure the legal basis for processing individual data is adhered too
• Act as a Salesforce ‘super user’, assisting colleagues to maximise their use of the system, advising on functionality, in close collaboration with the CRM team
• Present insight recommendations to a varied stakeholder audience, i.e. senior management to peers
• Communicate using the highest standard of accuracy, clarity and accessibility (written and verbal), tailoring information to audiences

We would love to hear from you if you have the following skills and experience:

• Experience of (CRM) customer relationship management systems particularly Salesforce
• Experience of co-creating actionable insights from large complex data sets to optimise customer experience, journeys and drive growth in engagement
• Knowledge and experience of using Business Intelligence (BI) tools particularly Power BI
• Advanced skill in SQL and Excel
• Experience of leading multiple deliverables simultaneously with a working knowledge of applicable legislation and ethical codes of practice

We’re particularly interested to receive applications from candidates who have the below, although this is in no way essential:

• An understanding of marketing automation platforms
• Experience of working within a fundraising, membership or subscription marketing environment
• Experience of using a wide range of evaluation techniques

Charity People and actively promotes equality, diversity, and inclusion. We match charity needs with skills and experience of candidates, irrespective of age, disability (including hidden disabilities), gender, gender identity or gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, or sexual orientation. We do this because we know greater diversity will lead to even greater results for the charities we work with.