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- Tasks: Analyse customer experience metrics to drive impactful improvements and insights.
- Company: Join the UK's largest fibre-only network with a focus on innovation.
- Benefits: Up to £40,000 salary, performance bonus, 25 days leave, and wellness initiatives.
- Why this job: Make a real difference in enhancing customer satisfaction and digital lives.
- Qualifications: Strong data analysis skills, proficiency in Tableau, Excel, and SQL.
- Other info: Hybrid working model with a commitment to diversity and inclusion.
The predicted salary is between 24000 - 40000 £ per year.
Overview
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 dynamicrole, 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 Covenant and we’re a Disability Confident Employer. Working together with our Employee Networks, 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!
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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
Network like a pro! Reach out to current employees on LinkedIn or at industry events. Ask them about their experiences and any tips they might have for landing a role at CityFibre. Personal connections can make all the difference!
✨Tip Number 2
Prepare for those interviews by diving deep into customer experience metrics. Brush up on your data analysis skills and be ready to discuss how you can use insights to improve customer satisfaction. Show us you’re passionate about making a difference!
✨Tip Number 3
Don’t just apply; engage with our content online! Follow CityFibre on social media, comment on posts, and share your thoughts on customer experience trends. This shows your enthusiasm and helps you stand out from the crowd.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team and contributing to our mission of enhancing digital lives.
We think you need these skills to ace Customer Experience Insight & Quality Analyst - 12 month FTC
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Insight & Quality Analyst role. Highlight your data analysis skills and any relevant experience that aligns with our mission to enhance customer satisfaction.
Showcase Your Skills: Don’t forget to mention your proficiency in tools like Tableau, Excel, and SQL. We want to see how you can extract insights from complex data sets, so give us examples of your past work that demonstrate these abilities.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language to explain your experiences and how they relate to the role. Remember, we appreciate effective communication!
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’ll find all the details about the role and our company culture there!
How to prepare for a job interview at CityFibre
✨Know Your Metrics
Before the interview, brush up on key customer experience (CX) and quality metrics relevant to the role. Be prepared to discuss how you’ve used data analysis in past roles to drive improvements and share specific examples of insights you've uncovered.
✨Showcase Your Tools
Familiarise yourself with Tableau, Excel, and SQL, as these are crucial for the position. During the interview, highlight your proficiency in these tools and be ready to discuss how you’ve used them to create impactful visual narratives or reports.
✨Communicate Clearly
Effective communication is key in this role. Practice explaining complex data insights in a simple way. Think about how you would present your findings to different stakeholders and be ready to demonstrate your ability to tailor your message to your audience.
✨Embrace Collaboration
This role involves working closely with various teams. Share examples of how you’ve successfully collaborated in the past, especially in cross-functional settings. Highlight your ability to build relationships and foster innovation through teamwork.
