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- Tasks: Own client relationships and analyse customer interactions for actionable insights.
- Company: Join a growing consultancy focused on AI technologies for Contact Centres.
- Benefits: Enjoy hybrid work options, competitive salary, bonuses, and additional perks.
- Why this job: Make a real impact by optimising customer and agent experiences with data-driven insights.
- Qualifications: Experience in customer insight analysis and contact centre operations is essential.
- Other info: Must have permanent rights to work in the UK and be near Birmingham or Manchester.
The predicted salary is between 36000 - 54000 £ per year.
Our client is an expanding consultancy business that specializes in Contact Centre AI technologies. Their AI SaaS solution is essentially a learning tool that uses speech analytics to learn from agents' calls with customers and then feed back data for training and development within the team. It works both in real time and retrospectively. The aim of the platform is to turn a good Agent into a Great Agent by increasing scores across KPIs within the operation. The software can be used to improve various business operations, be that reducing fraud, improving CX scores like NPS or any other designated goal of the end client.
The role of the Insight Consultant is to own the client relationship, to understand the operations leaders' goals, their key metrics measures and then analyze customer interactions, provide actionable insights, and create compelling data-driven narratives to support the optimization of your client's customer and agent experience.
Essential Experience:- Strong Customer Insight and Analysis experience
- Contact Centre Operations knowledge
- Reporting on Contact Centre metrics measures like CSAT, NPS, NES, AHT and Call Quality
- Power BI and other data visualization tools
- Excellent communicator
- Engaging and Persuasive
Applicants must have permanent rights to work in the UK and be commutable to either Birmingham or Manchester. Hybrid – Birmingham or Manchester Office 3 days per week. Environment – Contact Centre Operations. Salary neg around £45,000 + Bonus and Benefits.
Customer Insights Consultant – Customer Talent Search employer: Hopecompass
Contact Detail:
Hopecompass Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insights Consultant – Customer Talent Search
✨Tip Number 1
Familiarise yourself with the latest trends in Contact Centre AI technologies. Understanding how these tools work and their impact on customer experience will help you engage more effectively during interviews.
✨Tip Number 2
Brush up on your knowledge of key metrics like CSAT, NPS, and AHT. Being able to discuss these metrics confidently will demonstrate your expertise and show that you understand the core objectives of the role.
✨Tip Number 3
Prepare examples of how you've used data visualisation tools like Power BI in previous roles. Highlighting your ability to create compelling narratives from data will set you apart as a strong candidate.
✨Tip Number 4
Practice your communication skills, especially in terms of engaging and persuading stakeholders. Role-playing scenarios where you present insights to clients can help you feel more confident in real interviews.
We think you need these skills to ace Customer Insights Consultant – Customer Talent Search
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Insights Consultant. Familiarise yourself with the key metrics mentioned in the job description, such as CSAT, NPS, and AHT, to demonstrate your knowledge in your application.
Tailor Your CV: Highlight your relevant experience in customer insight and analysis, particularly within contact centre operations. Use specific examples that showcase your ability to report on metrics and utilise data visualisation tools like Power BI.
Craft a Compelling Cover Letter: In your cover letter, emphasise your communication skills and your ability to create engaging narratives from data. Mention how your insights have previously led to improvements in customer experience or agent performance.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the role.
How to prepare for a job interview at Hopecompass
✨Understand the Role
Make sure you have a solid grasp of what a Customer Insights Consultant does. Familiarise yourself with the key metrics like CSAT, NPS, and AHT, as well as how they relate to Contact Centre operations. This will help you demonstrate your knowledge during the interview.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data analysis to drive insights in previous roles. Be ready to discuss specific instances where your analysis led to improved customer experiences or operational efficiencies.
✨Communicate Effectively
As an Insight Consultant, you'll need to convey complex data in an engaging way. Practice explaining your past projects or findings in a clear and persuasive manner, focusing on how your insights benefited the client.
✨Familiarise Yourself with AI Technologies
Since the consultancy focuses on Contact Centre AI technologies, it’s beneficial to understand how these tools work. Research their AI SaaS solution and be prepared to discuss how you can leverage such technologies to enhance customer and agent experiences.
