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- Tasks: Analyse customer data to identify trends and improve experiences.
- Company: Join Hays Travel, a leader in delivering exceptional customer service.
- Benefits: Enjoy a collaborative work environment with opportunities for growth and development.
- Why this job: Be part of a team that values insights and drives positive change in customer interactions.
- Qualifications: Experience in data analysis and strong Excel skills are essential.
- Other info: Opportunity to present findings to management and influence company strategy.
The predicted salary is between 28800 - 43200 £ per year.
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The Customer Team at Hays Travel’s Head Office in Sunderland is key to delivering outstanding service and support to our customers and colleagues. This team plays a vital role in ensuring that every customer interaction is positive and aligned with our SMILE values.
The Customer Insights Analyst role will report directly to the General Manager of Customer & Agent Operations and work closely with the Head of Franchise & Customer Services. The role is designed to strengthen our data-driven decision-making and enhance the customer experience through actionable insights and continuous improvement.
Role Summary
We are looking for a detail-oriented and analytical individual to join our Customer Team as a Customer Insights Analyst. This role will support in gathering, analysing, and interpreting customer and operational data that will be used to identify trends, opportunities, and areas for improvement. The successful candidate will work with the wider customer team to support delivery of our customer strategy.
Main Responsibilities
- Analyse customer complaint data, service performance data from Trustpilot and Text Survey.
- Develop and maintain dashboards and reports that will be used to support decision making
- Prepare PowerPoint presentations that will be used by management to communicate the data in a meaningful way to our Board, Sales Divisions and Commercial teams
- Provide ad hoc reporting as and when required
Skills & Experience
- Experience in data analysis, customer insights, or operations support role.
- Strong analytical and problem-solving skills with a keen eye for detail.
- At least intermediate proficiency in Microsoft Excel (, pivot tables, VLOOKUP/XLOOKUP, charts, formulas).
- Able to present data clearly using charts, graphs and tables on Powerpoint
- Excellent communication skills, with the ability to present data clearly.
- Ability to work collaboratively across departments and manage multiple priorities.
- Experience in the travel, retail, or customer service sector is advantageous
General
- To undertake any other duties that may fall into the job criteria
- To conform with all company policies and procedures including Health and Safety NB – this job description is not intended as an exhaustive list of all duties and responsibilities of the post
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Customer Insights Analyst employer: Hays Travel
Contact Detail:
Hays Travel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insights Analyst
✨Tip Number 1
Familiarise yourself with the SMILE values of Hays Travel. Understanding their core values will help you align your approach and demonstrate how you can contribute to a positive customer experience during any interviews or discussions.
✨Tip Number 2
Brush up on your data analysis skills, especially in Microsoft Excel. Since the role requires proficiency in pivot tables and VLOOKUP/XLOOKUP, consider doing some online tutorials or practice exercises to ensure you're comfortable with these tools.
✨Tip Number 3
Prepare examples of how you've used data to drive insights in previous roles. Be ready to discuss specific instances where your analytical skills led to improvements or informed decision-making, as this will showcase your fit for the role.
✨Tip Number 4
Network with current or former employees of Hays Travel, particularly those in customer service or analytics roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
We think you need these skills to ace Customer Insights Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in data analysis and customer insights. Use specific examples that demonstrate your analytical skills and attention to detail, particularly in relation to customer service.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the responsibilities outlined in the job description, especially your experience with data analysis and reporting.
Showcase Technical Skills: Emphasise your proficiency in Microsoft Excel and PowerPoint. Provide examples of how you've used these tools to analyse data and present findings effectively in previous roles.
Highlight Collaborative Experience: Mention any past experiences where you worked collaboratively across departments. This will demonstrate your ability to manage multiple priorities and contribute to a team environment, which is crucial for this role.
How to prepare for a job interview at Hays Travel
✨Showcase Your Analytical Skills
Be prepared to discuss your experience with data analysis. Highlight specific examples where you've successfully interpreted data to drive decisions or improvements, especially in customer service contexts.
✨Master Microsoft Excel
Since the role requires intermediate proficiency in Excel, brush up on your skills with pivot tables, VLOOKUP/XLOOKUP, and creating charts. You might be asked to demonstrate these skills during the interview.
✨Prepare Engaging Presentations
Practice presenting data clearly using PowerPoint. Think about how you can make complex information accessible and engaging, as you'll need to communicate insights effectively to various stakeholders.
✨Understand the Company Values
Familiarise yourself with Hays Travel's SMILE values. Be ready to discuss how your personal values align with theirs and how you can contribute to a positive customer experience.
