Due to an exciting period of growth, we have a new opportunity for a Voice of Customer Analyst to join our friendly Customer Experience & Insight department in our City Centre Bristol offices.
This is a fantastic opportunity to contribute to the development of customer experience Strategy, ensuring that good customer outcomes are at the forefront of our mind. In this varied role, you will hold responsibility for ensuring the wider business is kept up to date in regards to our customer's experience and their feedback, and help to develop innovative approaches to our survey program to help enhance our customers experience in both our insurance and law areas. This will include conducting analysis of quantitative and qualitative customer feedback, and working closely with both internal stakeholders and external business partners to present your findings.
In addition, you will identify key drivers of change, developments, threats and opportunities, whilst continuously assessing market trends and our performance in the market. You'll look to maintain effective understanding of our Supplier survey strategies, ensuring adequate alignment that meets our business needs, as well as help lead and coordinate customer research and communication testing to ensure we meet the requirement of Consumer Duty.
We are keen to hear from candidates with an inquisitive and data-driven mindset, who are committed to using their excellent analytical skills to identify, evaluate and assess customer insight and behaviours. You'll be numbers focused with experience using MS Excel to report and relay your findings, whilst maintaining the ability to communicate effectively and confidently with internal and external stakeholders of varying levels.
Key Responsibilities:
1. Ability to work independently and often under pressure to achieve results
2. An understanding of up to date quality assurance methodology
3. Experience commissioning, managing and carrying out primary and secondary research projects, as well as ability to utilise insight to inform innovation and strategy.
4. Experience working with stakeholders to draw out insight and turn findings into actions.
5. Good organisational skills and high attention to detail
As a team, we are passionate and enthusiastic about what we do. Our people are encouraged to think independently and to take ownership of their work. In return for your commitment, we will offer you generous remuneration and an attractive benefits package which includes:
* 25 days holiday with the option to buy up to a further 5 days
* Company pension scheme with the option to increase contributions
* Group Income Protection for all employees
* Group Legal Protection for all employees
* A choice of either European Motor Assistance or Home Emergency Assistance
* Inclusion in our Health Cash plan
* Salary sacrifice benefits including Cycle scheme
* A comprehensive wellbeing programme including free eye tests
* Access to our employee discounts hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK
* The option to join our Sports and Social club which organises discounted events such as theatre visits, wine tasting and shopping trips
If you think you would be a good match for this role and can demonstrate some transferable experience, please apply, regardless of whether you meet all the criteria listed above.
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