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- Tasks: Support customer success by analysing feedback and improving processes while answering queries.
- Company: Join a dynamic team focused on enhancing customer experiences.
- Benefits: Gain valuable experience, develop analytical skills, and enjoy a supportive work environment.
- Why this job: Make a real difference in customer satisfaction and drive impactful improvements.
- Qualifications: Strong analytical skills, customer service experience, and a passion for problem-solving.
- Other info: Flexible working hours with opportunities for creativity and innovation.
The predicted salary is between 28800 - 43200 £ per year.
In this role you will be supporting the Customer Success and Membership Manager by combining frontline customer service with actionable customer and commercial insight. This is a hands-on role: 30% of time will be spent answering customer queries directly, with the remainder focused on analysing feedback, improving processes, and supporting commercial testing and improvement initiatives.
Hours: Monday to Friday 9 – 5
Key Accountabilities & Responsibilities (include but are not limited to):
- Analyse customer tickets to identify recurring issues and opportunities for improvement. Suggest and coordinate solutions to reduce those issues.
- Consolidating feedback from all channels, surveys, and reviews.
- Spend approximately 30% of time answering customer queries across email, phone, and chat to stay close to the customer experience.
- Provide regular business insight reports to highlight trends in satisfaction, complaints, and product/service performance.
- Support commercial and service improvements by working with marketing, retail, and digital teams to test initiatives.
- Assist with productivity and process improvements, including exploring the use of AI tools.
- Run and monitor A/B tests to measure commercial and service outcomes.
- Support UX improvements by tracking customer pain points and testing changes.
Desired Knowledge Skills & Experience
- Strong analytical and problem-solving skills, with the ability to spot trends in data and feedback.
- Clear communicator, able to translate customer and commercial insight into actionable recommendations.
- Organised, detail-oriented, and comfortable balancing service delivery with analysis.
- Experience with customer service platforms (e.g. Zendesk, Freshdesk, or similar) and/or survey tools.
- Interest in testing, AI, and process improvement a plus.
- Outstanding customer service skills and a passion for providing the best customer service possible.
- Being reactive and responsive in a timely manner, ensuring the customers feel attended to in a speedy manner.
- Fluency in written and spoken English (essential) along with a great telephone manner and numerical skills.
- Enthusiastic about creativity.
Customer Insight Executive employer: Cass Art
Contact Detail:
Cass Art Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insight Executive
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role involves direct interaction with customers, brush up on your communication techniques. Role-play common customer scenarios with a friend to build confidence.
✨Tip Number 3
Be ready to showcase your analytical skills! Prepare examples of how you've identified trends or solved problems in past roles. This will demonstrate your ability to provide actionable insights, which is key for this position.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our team!
We think you need these skills to ace Customer Insight Executive
Some tips for your application 🫡
Show Your Analytical Skills: Make sure to highlight your analytical and problem-solving skills in your application. We want to see how you can spot trends in data and feedback, so share any relevant experiences that showcase this ability.
Communicate Clearly: Since clear communication is key for this role, ensure your application reflects your ability to translate insights into actionable recommendations. Use straightforward language and avoid jargon to keep it relatable.
Be Detail-Oriented: We love organised and detail-oriented candidates! When writing your application, pay attention to the details. Double-check for typos and ensure your format is clean and professional.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Cass Art
✨Know Your Customer Service Platforms
Familiarise yourself with customer service platforms like Zendesk or Freshdesk before the interview. Be ready to discuss how you've used these tools in the past and how they can help improve customer experience.
✨Show Off Your Analytical Skills
Prepare examples of how you've analysed customer feedback or data in previous roles. Highlight any trends you identified and the actionable recommendations you made as a result. This will demonstrate your problem-solving abilities.
✨Communicate Clearly
Practice explaining complex insights in simple terms. During the interview, focus on how you can translate customer feedback into actionable strategies. Clear communication is key in this role, so show them you can do it!
✨Be Ready for Scenario Questions
Expect questions about handling customer queries and improving processes. Think of specific scenarios where you successfully resolved issues or implemented improvements. This will showcase your hands-on experience and customer service skills.
