Customer Experience Junior Insight Consultant
Region: Midlands
Contract type: Permanent
Reference number: CSDI03801
Working pattern: Full-time
Salary: £30,000 - £35,000 per annum depending on experience + 10% annual bonus + benefits
About the role
We are excited to be recruiting a Customer Experience Junior Insight Consultant to be based from our impressive Head Office in Stratford-upon-Avon. You’ll be proactively supporting the Customer Experience (CX) Insight team with data and insight production to help support Voice of the Customer (VoC) projects at NFU Mutual. As a new strategic capability at NFU Mutual, you’ll play a key part in enabling a smooth transition from manual data processing to automation; whilst supporting the Customer Insight Consultant in deriving new insights which will enable NFU Mutual to prioritise activity for customer experience improvement.
As the central point of contact for our VoC platform, you’ll be evaluating performance and functionality, collaborating with users and providers to identify any issues and help improve the accuracy and reporting of CX-related insights. You’ll help ensure a smooth and accurate transfer of customer-related data throughout the customer journey and combine data from different available sources to ensure a clear understanding of CX performance.
As part of the recent transition towards the new strategic solution, you’ll contribute to enhancing the data process and expanding the current usage of VoC to ensure accurate insight realisation. You’ll also compile statistics encompassing key metrics and insights and present critical messages via our CX dashboard production that enable accountability on actions to thereby improve customer service delivery.
About you
You’re a technically minded data professional, able to analyse multiple data sources and visualise these for stakeholders using a variety of tools such as Excel and/or PowerBI. Ideally, you will have worked in a general insurance environment; however, this isn’t essential.
You have a good understanding of CX metrics, their importance and application across different tiers of an organisation and you’ll have the ability to extract insight from data to present key findings and/or trends. You’re a proficient Excel user with experience in manipulating datasets to build Excel dashboards.
Change management experience is preferred, in particular knowledge of various Voice of the Customer solutions and an understanding of its data elements. You’ll demonstrate:
* Strong data handling skills including script writing
* Working knowledge of SQL queries with any experience within Qualtrics or other Voice of the customer platforms desirable
* Excellent communication and ability to build successful relationships with a wide range of stakeholders
* Proactive approach to work and manage your own workload
* Any experience with automating data processes is highly desirable
Benefits and Rewards
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
* Salary between £30,000-£35,000 per annum depending on experience
* Annual bonus (up to 10% of salary)
* Contributory pension scheme, up to 20%, including your 8% contribution
* 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
* A Family Friendly policy that helps you balance your work and family responsibilities
* Access to savings at High Street brands, travel and supermarkets
* £20 contribution to a monthly gym membership – subject to T&Cs
* Health and wellbeing plan- cashback for dentist, opticians, physio and more
* Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
* Employee Volunteering - volunteering in the community for one day each year
* Unlimited access to Refer a Friend £500 bonus scheme
* Life Assurance cover of 4 x salary
* Employee discounts of 15% on a range of NFU Mutual insurance policies.
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