At a Glance
- Tasks: Transform data into actionable insights to enhance customer satisfaction and drive service improvement.
- Company: Join Affinity Water, a forward-thinking company focused on customer experience.
- Benefits: Competitive salary, hybrid working, generous leave, and wellness support.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact by improving customer experiences through data analysis.
- Qualifications: Strong Excel skills, experience with customer survey software, and excellent communication abilities.
The predicted salary is between 30000 - 40000 € per year.
Affinity Water has an exciting opportunity available to join our Performance & Insight Team as a Customer Insight Analyst.
Role
As a Customer Insight Analyst, your primary focus will be on enhancing customer satisfaction by transforming data into actionable insights. You will identify areas for improvement and make recommendations that place our customers at the heart of the business. Partnering primarily with the Contact Centre and Marketing teams, your role involves handling large datasets, utilising multiple systems to retrieve and analyse data, then presenting findings in a clear and compelling format. Sitting within the Customer Research team of the Business Performance & Insight department, you will collaborate closely with various teams to help shape strategies aimed at enhancing customer experiences and boosting company performance.
What you'll be doing
- Collate and analyse large and complex data sets to provide insights across all customer service channels, driving service improvement.
- Work as part of a high-performing Customer Insight team to understand customer views and business performance, translating findings into actionable insights.
- Use advanced statistical techniques and software tools to validate and interpret data.
- Provide analysis on our CSAT (customer satisfaction) metrics by processes, departments, and operational teams.
- Lead the production and completion of regulatory and business performance metrics, including operational and customer satisfaction metrics.
- Build in-depth understanding of operational processes to generate actionable insights, with a particular focus on billing processes.
- Analysing social media engagement and marketing campaign effectiveness to drive improvements in customer satisfaction.
What you'll need
- Good stakeholder management skills.
- Advanced Excel Skills.
- Excellent written and verbal communication skills.
- Experience working with Customer survey Software, e.g., Qualtrics, InMoment, Medallia.
- An understanding of customer research techniques (Qualitative and Quantitative), customer segmentation, and journey mapping.
- UK Driving Licence.
Benefits
- Salary: £30,000 - £40,000 (dependant on skills and experience)
- Hours: 08:30am - 17:00pm (Mon - Thurs), 08:30am - 16:30pm (Friday)
- Hybrid Working: Minimum of 3 days in the office.
- Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
- Entry into the company annual bonus scheme.
- Annual leave from 23-27 rising with length of service, and the option to purchase up to 5 extra days.
- A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
- A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%).
- We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
- Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
- Access to our Wellbeing Centre with support for looking after your physical and mental health.
- Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
- Up to 4 Affinity days a year to volunteer in the community.
- Life Assurance.
As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.
Customer Insight Analyst in Hatfield employer: Affinity Water
Affinity Water is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where collaboration and innovation thrive. With a strong focus on enhancing customer satisfaction, employees in the Customer Insight Analyst role benefit from comprehensive learning opportunities, flexible hybrid working arrangements, and a generous benefits package, including enhanced family leave and a double match pension scheme. Located in a vibrant community, Affinity Water fosters inclusivity and diversity, ensuring every team member can contribute meaningfully to the company's mission.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Analyst in Hatfield
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Affinity Water's values and recent projects. This will help us tailor our answers to show how we can enhance customer satisfaction and fit right into their culture.
✨Tip Number 2
Practice makes perfect! Run through common interview questions related to data analysis and customer insights. We should be ready to share specific examples of how we've transformed data into actionable insights in previous roles.
✨Tip Number 3
Show off those Excel skills! Since advanced Excel is a must-have for this role, let’s brush up on our functions and data manipulation techniques. Maybe even prepare a mini case study to demonstrate our analytical prowess during the interview.
✨Tip Number 4
Don’t forget to ask questions! At the end of the interview, we should have a few thoughtful questions ready about the team dynamics or how they measure customer satisfaction. This shows our genuine interest in the role and helps us assess if it’s the right fit for us.
We think you need these skills to ace Customer Insight Analyst in Hatfield
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Insight Analyst role. Highlight your experience with data analysis and customer satisfaction metrics, as these are key to what we’re looking for.
Showcase Your Skills:Don’t forget to mention your advanced Excel skills and any experience with customer survey software like Qualtrics or Medallia. We want to see how you can bring your technical know-how to the table!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to explain your insights and recommendations, as communication is crucial in this role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you can find more info about our company culture there!
How to prepare for a job interview at Affinity Water
✨Know Your Data
As a Customer Insight Analyst, you'll be working with large datasets. Make sure you brush up on your data analysis skills and be ready to discuss how you've transformed data into actionable insights in the past. Familiarise yourself with tools like Excel and any customer survey software mentioned in the job description.
✨Understand the Customer Journey
Dive deep into customer research techniques, including qualitative and quantitative methods. Be prepared to talk about customer segmentation and journey mapping. Showing that you understand how these elements contribute to enhancing customer satisfaction will set you apart.
✨Communicate Clearly
Excellent written and verbal communication skills are crucial for this role. Practice presenting your findings in a clear and compelling way. You might even want to prepare a mini-presentation based on a past project to showcase your ability to convey complex information simply.
✨Engage with Stakeholders
Good stakeholder management skills are essential. Think of examples where you've successfully collaborated with different teams or departments. Be ready to discuss how you can partner with the Contact Centre and Marketing teams to drive service improvements and enhance customer experiences.
