Voice of the Customer Analyst

Job Description

Salary Band £25,000-£35,000 Contract Type: Permanent Information: Closing Date: 20th February 2022 The Role As a Voice of Customer (VOC) Analyst, youll join our small but mighty team to inform the direction of customer experience activity. Well look to you to provide data-based insight into customer behaviour and interactions, using feedback provided by our customers. Youll source, gather and analyse customer data (including verbatim feedback) to be used in the process of developing and delivering contact and experience solutions. Youll use your analytical skills and statistical techniques to highlight trends, focus areasand measure changes in customer behaviour and experience sentiment. You will present this information and tell stories around this insight through regular reporting and ad-hoc deep-dive analysis. Key Responsibilities - Assimilating and interpreting information from a number of diverse sources, including verbatim customer feedback. - Ensuring the data gathered and analysed leads to meaningful action for the business, by working closely with key stakeholders to shape the value of key data sets and outputs of associated analysis. - Distribution of key metrics and high level insight reporting to key stakeholders, ensuring consistent and robust customer experience metrics. - Production of regular and bespoke reporting and ownership of reporting governance. - Providing proactive insight information to the business. - Shaping the opinions and influencing the decision-making of senior management throughout the business, based on sound analysis and judgement. - Producing customer insight using visualisation to drive improvement of the customer experience. - Using analysis to drive customer decision making and help build customer propositions, new proposition development, and customer contact and management strategies. - Day to day point of contact for queries relating to survey changes, insight requests and access to our customer feedback platform. What were looking for Essential - Proven analytical skills and strong problem solving - Practical experience with statistical and visualisation tools (SQL, SPSS, Tableau, Power BI, etc) - Excellent relationship building skills with the ability to collaborate with stakeholders both at all levels of the organisation - Ability to analyse and interpret multiple data sources and produce proactive insights and recommendations - Excellent communication skills (both written and verbal) with proven ability of explaining data findings in a clear and concise manner through reports or presentations - Ability to prioritise workload and work to tight deadlines whilst ensuring an high attention to detail - Desire to work as part of a team - were a small team and can often be found bouncing ideas off of each other over a cup of tea. Desirable - Undergraduate Degree (or equivalent) - Experience within Customer Insights/Market Research Competencies Analytical skills Use of a variety of diagnostic techniques to understand a situation/issue/problem by breaking it down and tracing the root cause/underlying implications in a methodical, step-by-step way. Information seeking The ability to efficiently and effectively collect information, to provide insight to others or to help solve business issues. Quality assurance Applies a systematic approach to measuring and evaluating against standards. Includes managing the quality of processes, systems and services to ensure they are fit for purpose and to support error prevention. Managing information Effective application of techniques to collect information and process it to facilitate and support key business processes and decisions. Customers at the heart Being customer driven in all you do, understanding and meeting the customers needs and connecting emotionally with the customer. This is a desire to deliver for customers and build customer loyalty and trust, understanding our customers needs and focusingon delivering fair customer outcomes. Online Interviews and Onboarding All our interviews, onboarding and new joiners are now managed remotely. We have in place a strong virtual support network to ensure new colleagues are supported and developed as they navigate their first few months with us About Us Phoenix Group is a member of the FTSE 100 index and is the UKs largest long-term savings and retirement business. We specialise in the acquisition and management of Heritage life insurance and pension funds. Weve businesses in the UK, Germany and Irelandand hold a broad range of both Heritage and Open products split across three key business segments: UK Heritage, UK Open and Europe. Our open business manufactures and underwrites new products and policies to support people saving for their future in areassuch as workplace pensions and SIPPs, primary under the Standard Life brand. And we market corporate pension trustee services and manufacture products to be sold under other brands. Did you know Phoenix Life manufactures SunLifes market leading GuaranteedOver 50s plan Find out more about Phoenix Group here. We value diversity in our workforce and welcome enquiries from everyone.

Keyskills :
customer service