Customer Insight Analyst Stoke-on-Trent, England
Job description
Location: Home Based
Salary: Excellent basic salary plus bonus and Vodafone benefits
Hours: Full time 37.5 hours per week – Mon to Fri
- Homebased
At Vodafone UK our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.
What you’ll do
As part of our Customer Experience Insight Team this individual will focus on generating and tracking actionable insight that enables business improvement actions, identifying root causes of process, people, policy and system issues that negatively impact our customer experience.
The role of this Customer Insight Analyst is dynamic and far reaching. Working in an Agile environment you will investigate reasons for customer contact, complaint, credits and churn feeding actionable findings to business improvement and operational teams to enable customer experience improvement and operational effectiveness. Fundamentally, the role enables the business to make a difference to our customer experience.
You will apply insight methodologies to investigate and identify business problems in a dynamic, high-energy setting and recommending actions and opportunities that can then be tested, agreed and actioned in a fast and effective way for our customers.
Completing analysis of customer contacts via data analysis, call listening reviews, customer account investigations and customer sentiment analysis.- Understand the business from a variety of user and stakeholder perspectives to identify the root cause of such process, people, policy and system issues that negatively impact the experience of our customers.
- Act as a key member of business improvement and operational improvement forums, presenting the above to a range of senior stakeholders in a clear and concise manner.
- Creating in depth analysis, making actionable recommendations for implementation.
- Data discovery and enrichment from wide range of data sources.
- Producing eye catching visual outputs via PowerPoint and dashboarding tools.
- Collaboration with colleagues across the Planning & Analytics team, Business Care and the wider business to contextualise our insight.
Who you are
- Excellent analytical and organisational skills
- Advanced experience using Microsoft Excel and PowerPoint
- Comfortable transforming large data sets, often various sources, into actionable insight
- Great communication skills and ability to develop positive working relationships with senior stakeholders for the relevant segment, colleagues and other teams
- Ability to influence colleagues and other stakeholders to make improvements
Nice to have:
- Knowledge of advanced data analysis techniques using Python or similar
- Ability to write and execute SQL code for data processing and manipulation
- Experience performing data analysis using AWS/GCP/Azure
- Experience of Telco Customer Service & Operations
- Data Academy participation
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What we offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.
Together we can
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.
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