Currys Pcworld Jobs – Customer Insight Analyst IN Acton, England,UK

Overview

Position Title:Customer Insight Analyst

Company:Currys plc

Location:Acton, England,UK

Job Description:

This role will be responsible for the day to day running of the Voice of Customer programme. As the custodian of the data that provides us with a true read on our end to end omni-channel experience.

Responsibilities:

• Analysing and reporting on a wide variety of internal and external data sets used to drive improvements in Dixon’s customer experience
• Scripting and deploying customer surveys, with complex survey flows
• The creation of user-friendly dashboards to make the data accessible
• Producing ad-hoc, weekly and monthly customer experience and performance analysis
• Developing processes for the daily collection of data from multiple sources (validate, sort and clean data)
• Developing and maintain customer sample databases
• The extension of the programme to new customer facing touchpoints
• Collaboration with data information providers
• Creation of text analysis code frames to derive insights from open ended customer feedback
• Presenting findings to senior audiences

Requirements:

• Proven experience in a quantitative insights analytics role (or similar)
• Experience in survey creation distribution and on-going management, using 3rd party software (preferably Qualtrics XM)
• Experience in dashboard creation using 3rd party software (preferably Qualtrics XM and Power BI)
• Comfortable with statistics, and highly numerate
• Strong Excel skills (analytics and data visualisation)
• Capability of using multiple data sources to analyse complex problems
• A keen interest in helping to improve the customer journey using empirical evidence
• Ability to collaborate with a wide range of stakeholders at different levels of seniority
• To be proactive in providing insight driven recommendations to the business