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- Tasks: Analyse customer feedback and data to enhance service and satisfaction.
- Company: Join Edenred, a global leader in innovative payment solutions.
- Benefits: Gain valuable experience in a dynamic, multicultural environment with growth opportunities.
- Why this job: Make a real impact on customer experiences while developing your skills.
- Qualifications: Strong analytical and communication skills; passion for customer-centric change.
- Other info: Collaborative culture that values creativity and continuous learning.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Ota askel eteenpäin ja anna Edenredin yllättää sinut. Toimitamme joka päivä innovatiivisia ratkaisuja, jotka parantavat miljoonien ihmisten elämää ja yhdistävät työntekijät, yritykset ja kauppiaat ympäri maailmaa. Tiedämme, että sinulla on sata tapaa kasvaa. Meillä voit laajentaa taitojasi monikulttuurisessa, haastavassa ja dynaamisessa ympäristössä.
Role Overview
The Customer Experience Analyst is a pivotal member of Edenred PayTech’s Customer Experience (CX) Team, tasked with driving the “Passion for Customers” strategic agenda. You will analyze customer feedback and operational data to identify trends and actionable insights, ensuring the delivery of outstanding customer service. This role requires a proactive, analytical, and collaborative professional who thrives in a dynamic environment, managing multiple priorities and delivering innovative solutions to improve customer satisfaction, loyalty, and engagement.
Key Responsibilities
- Voice of the Customer (VoC) Management
- Collect, consolidate, and analyze diverse customer feedback sources including CSAT surveys, ticket ratings, customer complaints, and social listening data.
- Develop meaningful insights and identify root causes using quantitative and qualitative methods.
- Present findings clearly to key stakeholders, translating data into actionable improvement plans.
- Monitor customer sentiment trends over time to inform strategic and tactical CX initiatives.
- Continuous Improvement & Innovation
- Collaborate with product owners, operations, technology, and marketing teams to implement improvements that enhance the end-to-end customer journey.
- Facilitate customer journey mapping and identify pain points, driving process redesigns and automation where appropriate.
- Promote a culture of continuous improvement and customer focus through workshops, training, and internal communications.
- Communication & Education
- Assist the Customer Experience Lead in developing and delivering external communication campaigns that highlight new product features, service enhancements, and best practices.
- Support the creation and execution of customer webinars, user guides, newsletters, and other educational materials to improve product adoption and customer empowerment.
- Act as a knowledge resource on Edenred’s product offerings to ensure consistent and accurate messaging to customers.
- Maintain the Edenred PayTech Identity Pack, Edenred PayTech website and LinkedIn page.
- Project Coordination & Management
- Support and coordinate multiple concurrent projects within the CX function and across cross-functional workstreams, ensuring alignment with broader organizational goals.
- Drive project timelines, communicate progress, identify risks, and escalate issues as necessary to keep projects on track.
- Champion process automation initiatives to reduce manual tasks and improve operational efficiency.
- Stakeholder Engagement & Relationship Building
- Build strong, collaborative relationships with internal and external stakeholders, including senior leaders, to advocate for customer interests and align priorities.
- Influence and facilitate consensus-building across diverse teams, encouraging shared ownership of customer experience outcomes.
- CX Reporting & Data Insights
- Develop, maintain, and optimize real-time CX dashboards and reports using Power BI or similar tools.
- Track and analyze key CX metrics, reporting on performance against targets and highlighting areas for intervention.
- Support data governance and quality to ensure trustworthy data for decision-making.
- Team Development & Organisation-wide Collaboration
- Foster a customer-first mindset across teams by promoting CX principles and sharing success stories.
- Mentor and support junior colleagues, contributing to capability building within the CX team.
- Participate in team meetings, brainstorming sessions, and strategic discussions to continuously refine CX strategy and execution.
Candidate Profile
- Strong analytical skills.
- Excellent communication and presentation skills, comfortable working with senior stakeholders across functions.
- Demonstrated ability to manage multiple projects simultaneously in a resource-constrained, fast-paced environment.
- Experience with VoC programs, customer journey mapping, and continuous improvement methodologies (e.g., Lean, Six Sigma) desired.
- Collaborative mindset with strong influencing skills and a passion for driving customer-centric change.
- Self-motivated, adaptable, with a proactive approach to problem-solving and innovation.
At Edenred PayTech, we put our customers at the heart of everything we do. Joining our Customer Experience Team means playing a key role in delivering seamless, innovative payment solutions globally. We value creativity, teamwork, and continuous learning, providing an environment where your contributions are recognised and can make a real impact.
Customer Experience Analyst in Swindon employer: Edenred Finland Oy.
Contact Detail:
Edenred Finland Oy. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Analyst in Swindon
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience philosophy and think of examples from your past that align with their values. This will show you're genuinely interested and ready to contribute.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences make you the perfect fit for the Customer Experience Analyst role. Keep it concise and focus on how you can help improve customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about joining our team!
We think you need these skills to ace Customer Experience Analyst in Swindon
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for customer experience and how you can contribute to our team.
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences. Focus on how your background aligns with the role of Customer Experience Analyst and the key responsibilities mentioned in the job description.
Showcase Your Analytical Skills: Since this role is all about analysing customer feedback and data, be sure to include examples of how you've used analytical skills in past roles. We love seeing how you’ve turned data into actionable insights!
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, it shows you’re keen to join our team at Edenred!
How to prepare for a job interview at Edenred Finland Oy.
✨Know Your Customer Experience Metrics
Before the interview, brush up on key customer experience metrics like CSAT and NPS. Be ready to discuss how you've used these metrics in past roles to drive improvements and enhance customer satisfaction.
✨Showcase Your Analytical Skills
Prepare examples of how you've analysed customer feedback and operational data to identify trends. Use specific instances where your insights led to actionable changes that improved customer experiences.
✨Demonstrate Collaboration
Edenred values teamwork, so think of times when you've worked with cross-functional teams. Be ready to share how you built relationships and influenced stakeholders to champion customer-centric initiatives.
✨Be Ready for Problem-Solving Scenarios
Expect questions that assess your problem-solving skills. Prepare to discuss a challenging situation you faced in a fast-paced environment and how you approached it to deliver innovative solutions.