Description
As a Customer Experience Analyst, you will be responsible for understanding the customer journey and complaints performance within our UK&I Claims division. You will collate and interpret data to produce analysis and reporting to senior management and our clients, whilst also collaborating with our claims operation to drive improved customer journeys, higher satisfaction rates and better customer outcomes.
What will your day look like:
* Gather, analyse and interpret customer data and feedback to evaluate customer experience metrics, including complaints, NPS and Trustpilot reviews.
* Analyse data to identify trends and patterns in customer satisfaction and claim outcomes.
* Identify operational improvements based on your findings to inform senior management on required actions.
* Collate and present data, insights and make recommendations to key internal and external stake holders.
* Monitor and evaluate the effectiveness of process changes or initiatives, providing timely updates to the business as our customer journey evolves.
* Work closely with the Customer Relations management team to provide meaningful insights and feedback to help drive a deeper understanding of customer expectations and behaviours.
* Provide feedback and coaching to complaint handlers to drive improved complaint management performance.
Knowledge and Abilities:
* Experience in a reporting/analytical or similar role, preferably within a customer support environment.
* Experience in both customer service and complaint handling roles will be hugely beneficial
* Understanding of FCA complaint handling rules highly desirable.
* Understanding of NPS and other customer satisfaction metrics, including calculation methods and Interpretation.
* Proficiency in data analysis and a strong user of Excel, although training and support will be available.
* Excellent analytical skills, with the ability to translate data into actionable insights.
* Strong presentation skills, with experience of developing client-facing presentations in PowerPoint desirable.
* Strong communication skills, with the ability to explain data in a clear and concise manner.
* Passion for delivering exceptional customer experience and driving customer satisfaction.
Benefits
Career & Purpose
* Davies Innovation Lab
* Leadership training programme
* Funding for professional qualifications
* Thrive at Davies; learning opportunities
Environmental & Social
* The Davies Foundation
* Local charity funding
* Pennies To Heaven
* Employee Resource Groups
* Employee volunteering programme
Financial Health
* Pension, 5% employee and 5% employer contribution
* My Choices at Davies provides; High Street discounts and Financial wellbeing hub
* Life assurance: x4
* Refer a Friend
* Cycle to Work Scheme
* Lease car salary sacrifice
* Davies Incentive Plan
* Enhanced maternity, paternity and adoption pay
Mental, Physical & Emotional Wellbeing
* Wellbeing centre; move, munch, money & mind focus
* Discounts with 100's of UK retailers
* EAP; 24/7 confidential helpline
* 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
* Flexible working; hybrid, work from home or join a collaborative office space
* Dress for your day
* Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
* Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 6,500 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.