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- Tasks: Analyse customer experience metrics to drive improvements and insights.
- Company: Join the UK's largest fibre-only network, setting new digital infrastructure standards.
- Benefits: Enjoy a hybrid work model, 25 days leave, and comprehensive wellbeing support.
- Why this job: Make a real impact on customer satisfaction and innovate within 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 24000 - 40000 £ per year.
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.
In this dynamic role, you will delve into CX and Quality metrics to uncover valuable insights and drive impactful improvements across all our customer journeys. You will 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.
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:
- 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.
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. 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 [emailprotected]. We want to help!
Customer Experience Insight & Quality Analyst employer: CityFibre
Contact Detail:
CityFibre Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Insight & Quality Analyst
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience (CX) metrics. Understanding what drives customer satisfaction and how to measure it will give you an edge during discussions with stakeholders.
✨Tip Number 2
Brush up on your Tableau skills! Being able to create compelling visual narratives from data is crucial for this role, so consider taking a short online course or practicing with sample datasets.
✨Tip Number 3
Network with professionals in the CX field. Attend webinars or local meetups to gain insights and make connections that could be beneficial when discussing your findings and ideas during the interview process.
✨Tip Number 4
Prepare to discuss how you've used data to drive improvements in previous roles. Be ready to share specific examples of how your insights led to actionable changes, as this will demonstrate your value to the team.
We think you need these skills to ace Customer Experience Insight & Quality Analyst
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 passion for improving customer experiences and how your skills in tools like Tableau and SQL can contribute to the role. Mention your enthusiasm for collaborating with stakeholders to drive impactful improvements.
Showcase Your Communication Skills: Since the role involves presenting findings to stakeholders, emphasise your strong written and verbal communication skills. Provide examples of how you've effectively shared insights in previous roles or projects.
Highlight Continuous Learning: Mention your desire to learn and develop new skills, particularly in Python, as this aligns with the company's focus on innovation. This shows your commitment to personal growth and adapting to new challenges.
How to prepare for a job interview at CityFibre
✨Showcase Your Data Analysis Skills
As a Customer Experience Insight & Quality Analyst, your ability to extract meaningful insights from complex data sets is crucial. Be prepared to discuss specific examples of how you've used data analysis in previous roles to drive improvements in customer experience.
✨Familiarise Yourself with Tableau
Since proficiency in Tableau is essential for this role, make sure you can demonstrate your skills in creating impactful visual narratives. Consider preparing a portfolio of your work or discussing a project where you effectively used Tableau to present data.
✨Communicate Clearly and Effectively
Strong communication skills are vital for sharing insights with stakeholders. Practice articulating your thoughts clearly and concisely, and be ready to present your findings in a way that resonates with different audiences within the organisation.
✨Emphasise Collaboration and Teamwork
This role requires working closely with various teams across the business. Highlight your experience in collaborating with others to achieve common goals, and be prepared to discuss how you foster innovation and build relationships in a team setting.
