Customer Experience Analyst
- Recruiter
- Clearwater People Solutions Ltd
- Location
- Guildford
- Salary
- Competitive
- Posted
- 15 Feb 2017
- Closes
- 09 Mar 2017
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Customer Experience Analyst- GBP40-45,000 - Guildford, Surrey
Our client is currently recruiting for an exciting opportunity for a Customer Experience Analyst to work in Guildford, Surrey looking to pay GBP40-45,000 per annum.
The established Customer Experience Analyst will have strong experience working on the customer journey mapping and will be responsible for process improvements across on-boarding new customers. You will have experience working in a customer centric role and will have worked ideally worked on products tailored to the customer.
Description
- Act as a key member of the CRM team
- To identify and ensure delivery of an end-to-end customer experience across brand
- To deliver tactics and strategies across all elements of customer experience to deliver and balance KPIs on customer
Duties and Responsibilities:
- Utilising customer experience toolkit to analyse customer, partner, and intermediary journeys across all divisions and identify opportunities to improve customer experience for customer and business benefit.
- Analyse customer insight and research results from all available sources to inform customer experience design.
- Build cost benefit analysis for recommended changes; implement and measure changes
- Champion the voice of customer and implement new customer satisfaction metrics
- Maintain up to date customer process maps for key customer journey?s
- Support business transformation projects by representing voice of customer (VoC) within these projects
- Capture and regularly report in governance meetings all points customer satisfaction measurement
- Maintain strong and effective working relationships with stakeholders across the business to secure sign off and implement changes.
Key Competencies
- Customer focus
- Stakeholder management and engagement
- Able to work in large cross-functional teams and on own initiative
- Logical, process mapping
- Facilitation and running workshops
Please apply for details