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- Tasks: Analyse customer experience metrics to drive improvements and insights.
- Company: Join CityFibre, the UK's largest fibre-only network, transforming digital infrastructure.
- Benefits: Enjoy hybrid working, 25 days leave, private medical insurance, and more perks.
- Why this job: Make a real impact on customer satisfaction while collaborating in a dynamic team.
- Qualifications: Strong data analysis skills, proficiency in Tableau, Excel, and SQL required.
- Other info: Diversity and inclusion are core values; all backgrounds are encouraged to apply.
The predicted salary is between 28000 - 40000 £ per year.
Customer Experience Insight & Quality Analyst – 12 month FTC
Join to apply for the Customer Experience Insight & Quality Analyst – 12 month FTC role at CityFibre
Customer Experience Insight & Quality Analyst – 12 month FTC
1 day ago Be among the first 25 applicants
Join to apply for the Customer Experience Insight & Quality Analyst – 12 month FTC role at CityFibre
Direct message the job poster from CityFibre
I am searching for talent, that is ready to make history & fulfil their purpose in a growing & dynamic business.
Job Description
This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least 2 days a week.
As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re busy setting new standards for what digital infrastructure can and should be.
Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.
What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people!
Joining us as a Customer Experience Insight & Quality Analyst on a 12 month FTC
In this dynamic role, you\’ll delve into CX and Quality metrics to uncover valuable insights and drive impactful improvements across all our customer journeys. You\’ll have responsibility for delivering these metrics whilst working closely with stakeholders across the business to foster collaboration and innovation.
By analysing and interpreting CX data, you’ll identify trends and opportunities for enhancing customer satisfaction. Your findings will be presented to stakeholders at all levels, creating self-serve systems that empower teams with actionable insights, bring fresh ideas to the table and revitalise our data presentation to showcase the true essence of our customer experience.
You’ll receive a salary of up to £40,000pa,a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.
This is some of what you can expect to be doing:
- Dive into CX and quality metrics to uncover valuable insights
- Share your findings in a way that drives meaningful improvements in customer experience
- Join monthly Customer Experience Summits to explore new opportunities for enhancing customer satisfaction
- Partner closely with your team and other areas of the business to design and assess metrics against quality outputs, ensuring we deliver great outcomes
- Play a key role in interpreting feedback from customer surveys on installations
- Bring fresh ideas and challenges to breathe new life into our data and improve customer experience metrics
What you’ll bring to the role
You will excel in data analysis and management, while effectively collaborating and building relationships through strong communication and meticulous attention to detail to deliver insights into the business.
You’ll also have:
- Ability to extract meaningful insights from complex data sets
- Proficiency in Tableau to create compelling and impactful visual narratives, with a strong desire to learn and develop skills in Python
- Solid experience in data querying and data warehousing / lake principles
- Advanced proficiency in Excel and SQL to enable efficient data analysis and reporting
- Clear and effective written and verbal information sharing and be comfortable presenting this within the organisation
- Ability to work autonomously whilst ensuring high-quality outputs
Diversity, Inclusion & Belonging
We’re a Times Top 50 Employer for Gender Equality. We’re endorsed by WORK180 and we’re a partner of Diversifying. We have pledged our commitment to the Armed Forces Gold Covenant, Care Leaver Covenant and we’re a Disability Confident Leader. Working together with our Employee Communities, we’re wholly committed to ensuring that our people’s voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you’d like to explore our culture and values, check out The CityFibre Way.
What you can expect from us
We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies.
Additional Information
We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at careers@cityfibre.com. We want to help!
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Analyst
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Industries
Telecommunications
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Customer Experience Insight & Quality Analyst - 12 month FTC employer: CityFibre
Contact Detail:
CityFibre Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Insight & Quality Analyst - 12 month FTC
✨Tip Number 1
Familiarise yourself with CityFibre's mission and values. Understanding their commitment to enhancing customer experience will help you align your insights and suggestions with their goals during interviews.
✨Tip Number 2
Brush up on your data analysis skills, especially in Tableau, Excel, and SQL. Being able to demonstrate your proficiency in these tools during discussions can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've used data to drive improvements in customer experience in previous roles. Be ready to discuss specific metrics and the impact of your findings on customer satisfaction.
✨Tip Number 4
Network with current or former employees of CityFibre on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information to tailor your approach and questions during the interview process.
We think you need these skills to ace Customer Experience Insight & Quality Analyst - 12 month FTC
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in data analysis, customer experience, and quality metrics. Use specific examples that demonstrate your ability to extract insights from complex data sets.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills in Tableau, Excel, and SQL align with the job requirements, and provide examples of how you've successfully improved customer experiences in previous roles.
Showcase Your Communication Skills: Since the role involves presenting findings to stakeholders, emphasise your strong written and verbal communication skills. Include examples of past presentations or reports you've created that had a positive impact on decision-making.
Highlight Your Collaborative Experience: The job requires working closely with various teams. Share instances where you've successfully collaborated with others to achieve common goals, particularly in analysing customer feedback or improving service quality.
How to prepare for a job interview at CityFibre
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Experience Insight & Quality Analyst. Familiarise yourself with key metrics and how they impact customer satisfaction, as this will help you answer questions confidently.
✨Showcase Your Data Skills
Be prepared to discuss your experience with data analysis tools like Tableau, Excel, and SQL. Highlight specific examples where you've used these skills to derive insights or improve processes, as this is crucial for the role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of past experiences where you identified trends from data and how you presented those findings to stakeholders to drive improvements.
✨Demonstrate Collaboration
Since the role involves working closely with various teams, be ready to discuss how you've successfully collaborated in the past. Share examples of how you built relationships and communicated effectively to achieve common goals.
