At a Glance
- Tasks: Analyse customer feedback and data to enhance products and improve customer experiences.
- Company: Dynamic financial services firm located in Moorgate, London.
- Benefits: Competitive salary, collaborative environment, and opportunities for professional growth.
- Other info: Join a passionate team focused on continuous improvement and innovation.
- Why this job: Make a real impact on customer satisfaction and drive meaningful change.
- Qualifications: Experience in customer insights, analytics, and strong communication skills.
The predicted salary is between 35000 - 40000 £ per year.
Location: Moorgate, London
Salary: £35,000 - £40,000 per annum
Employment Type: Permanent
Working Pattern: Office-based, 5 days per week
About the Role
We are looking for a Product & Customer Experience Officer to join our Products & Analytics team in London. This is an exciting opportunity for an analytical and customer-focused professional to play a key role in using customer insights, data and market intelligence to improve products, services and the overall customer experience. You will analyse customer feedback, behaviours, satisfaction measures and business data to identify trends, pain points and opportunities for improvement. Working closely with teams across Product, Operations, Marketing, Sales, Customer Service, Finance, Risk and Compliance, you will turn data and customer feedback into meaningful recommendations that support better customer outcomes and business performance.
Key Responsibilities
- Analyse customer feedback, survey results and customer experience data to identify trends, pain points and opportunities for improvement.
- Monitor and report on key customer satisfaction measures, including NPS, CSAT and Customer Effort Score (CES).
- Develop actionable insights and recommendations to support product enhancements, service improvements and process optimisation.
- Support customer listening programmes, satisfaction surveys and Voice of Customer initiatives.
- Analyse customer journeys and behaviours to identify opportunities to improve satisfaction, loyalty and retention.
- Prepare insightful reports, dashboards and presentations for stakeholders and senior management.
- Conduct market research, competitor analysis, market sizing and pricing analysis to support product strategy.
- Develop and monitor product KPIs, helping teams understand product performance, usage and profitability.
- Identify opportunities for process improvement, automation and greater operational efficiency.
- Work collaboratively with Product, Operations, Marketing, Sales, Customer Service, Finance, Risk and Compliance teams.
- Support marketing and brand initiatives, including digital campaigns, website and social media activity, customer communications and marketing collateral.
- Use data and customer insights to support customer engagement and brand development initiatives.
About You
We are looking for someone with experience in customer experience, customer insights, customer satisfaction measurement, market research or business analytics. You will ideally have:
- Experience designing, managing and analysing customer satisfaction surveys, including NPS, CSAT, CES and Voice of Customer programmes.
- Strong analytical skills and the ability to turn complex datasets and customer feedback into clear, actionable business insights.
- Experience analysing customer journeys, customer behaviour and satisfaction metrics.
- Experience presenting insights and recommendations to senior stakeholders.
- Strong stakeholder management and cross-functional collaboration skills.
- Experience using tools such as Excel, Power BI, Tableau, Qualtrics, Medallia or similar.
- Experience monitoring customer satisfaction KPIs and identifying root causes of customer issues.
- Experience with external customer ratings, industry benchmarks or customer reputation metrics would be advantageous.
- Financial services or other regulated-industry experience is preferred.
Skills & Personal Attributes
- Analytical and commercially minded, with strong critical-thinking skills.
- Customer-focused, with a genuine interest in improving customer outcomes.
- An excellent communicator, able to explain complex information clearly to technical and non-technical audiences.
- Collaborative, with the ability to build effective relationships across multiple teams.
- Organised and results-oriented, able to manage multiple priorities and deliver high-quality work to agreed deadlines.
- Proactive and accountable, taking ownership and driving initiatives through to completion.
- Strategic in your thinking, able to connect customer insights and data with wider business objectives.
Education
A Bachelor's degree in Business Analytics, Computer Science, Engineering, Economics, Business or a related discipline is preferred, with a strong foundation in quantitative methods and data analytics. A Master's degree in a relevant subject would be advantageous.
What We Offer
This is a permanent opportunity based at our Moorgate office in London, with a salary of £35,000 - £40,000 per annum. Please note: this role is fully office-based, and the successful candidate will be expected to work from the office five days per week. If you are passionate about customer experience, data-driven decision-making and continuous improvement, we would love to hear from you.
Product & Customer Experience Officer in London employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Product & Customer Experience Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product & Customer Experience Officer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
