Customer Experience & Insights Lead

AnaVation LLC; North East; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading service provider in the United Kingdom is seeking a customer-focused professional to enhance its customer experience initiatives. The role involves creating and managing the NPS strategy, conducting workshops, and analyzing customer feedback to drive improvement. Candidates should have experience in customer service, strong communication skills, and be comfortable working with data, particularly in Power BI. Frequent interaction with customers and internal teams is required, offering a blend of strategic and hands-on responsibilities.

Qualifications

• Experience in a customer facing or service support role.
• Strong communication skills in both writing and speaking.
• Ability to analyze customer feedback for trends.
• Comfortable working with data and reports.
• Attention to detail and effective record keeping.

Responsibilities

• Create NPS strategy including personalized calls and feedback loop.
• Own NPS survey responses.
• Conduct quarterly customer journey workshops.
• Map customer journeys and integrate into continuous improvement.
• Develop SOP and training materials for teams.

Skills

Customer service experience

Written and verbal communication

Data analysis and reporting

Attention to detail

Multi-task management

Professionalism

Trend analysis

Tools

Power BI

Job description

A leading service provider in the United Kingdom is seeking a customer-focused professional to enhance its customer experience initiatives. The role involves creating and managing the NPS strategy, conducting workshops, and analyzing customer feedback to drive improvement. Candidates should have experience in customer service, strong communication skills, and be comfortable working with data, particularly in Power BI. Frequent interaction with customers and internal teams is required, offering a blend of strategic and hands-on responsibilities.