customer relations London, England
Job description
HelloFresh is on a mission to transform the way the world thinks about home cooking. Forget the hassle of supermarkets, or the tiresome process of planning your weekly meals - we deliver to your door all the ingredients, instructions and inspiration needed to make delicious meals at home, from scratch.
We now have an exciting opportunity for a Customer Experience Analyst to join our hardworking and outgoing customer experience (CX) team. We bridge the gap between the customer and the brand, by guiding the business strategy with customer feedback and recommendations.
The Customer Experience Analyst’s key responsibility is to analyse customer feedback, determine their satisfaction, interpret the results to senior stakeholders and develop solutions to customer service and experience challenges.
What you will be doing:
- Measuring and improving overall customer experience levels and provide timely, relevant and actionable insights from data, supporting decision making processes
- Preparing performance reports by collecting and analysing data from the customer service functions.
- Prepare and report on process adherence, liaising with the Customer Care team to ensure effective process updates and shared analysis.
- Create and track metrics to quantify the customer experience.
- Champion automation of recurring processes with the local CX & (where applicable) outsourced CC teams
- Understand business focus priorities (value added to customer vs compensation provided) by testing or varying compensation values and analysing Customer Experience metrics
- Visualise end-user experience and work backwards to plan, strategise and execute CX efforts to deliver great experiences.
- Anticipate customer needs and desires through analysis and proposals on how to improve connections with customers
- Customer Experience Champion working to help encourage a customer-centric attitude across the business aligning with the CX strategy.
- Collecting and analysing customer service performance in key categories Including monthly compensation meetings with both HelloFresh and Green Chef brands
Who you are:
- Project management. Experience and knowledge in managing projects from end to end, involving stakeholders where necessary to encourage changes in process, product and operations.
- Communication. Excellent communication across all stakeholders and departments to encourage a customer centric attitude in all decision making and problem solving..
- Relationships. Ability to build and maintain relationships with external stakeholders and internal cross-functional team members (services, sales, support, product development, QA, etc.).
- CX strategies. Identify improvement opportunities and develop innovative CX strategies to increase customer satisfaction, loyalty and retention meeting our customer expectations.
- Data-driven. Ability to collect customer data from different sources (surveys, mapping customer journeys, Trustpilot, Voice of the Customer, etc), to analyse it using analytics tools and convert data into insights to identify opportunities.
- Understanding of NPS and Customer Experience/care metrics (CSAT/NPS/CLV/AOR/AHT)
- Dashboard design experience in Tableau, integrating different technology platforms, SQL query creation and manipulation
- Python knowledge good to have
- Desired experience with Chronus, Chattermill and Asana (or similar) project management tool.
What you will get in return:
- 70% off HelloFresh or Green Chef boxes
- Company pension scheme
- Gym membership
- Bupa private medical insurance (including dental & family cover options)
- Bippit account - financial support
- Free professional development and coaching memberships
- Mental health first aiders and an employee assistance programme
- Dog friendly office! (London site only)
- If in the office, enjoy a free breakfast every day
- Eye care scheme
- Cycle to work scheme
- Group Life Assurance
Location: The HelloFresh Farm, 60 Worship Street, EC2A 2EZ, London / DC Site(s)
Work Schedule: Hybrid working - 50/50 remote working & flexible start/finish times (role
dependent)
Next steps: Your application will be reviewed and if successful, a member of the Talent Acquisition Team will be in touch within 2 weeks.
You are required to cooperate with HelloFresh in all health and safety matters. You are responsible for ensuring you take reasonable care of your own health, and safety as well as others who may be affected by the work activities you undertake. You must report incidents immediately and actively raise health and safety-related concerns to your Line Manager.
If you are currently a HelloFresh employee, please make sure you have discussed your application with your Line Manager.
