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- Tasks: Analyse customer interactions and provide actionable insights to enhance client relationships.
- Company: Expanding consultancy specialising in Contact Centre AI technologies.
- Benefits: Competitive salary, bonus, hybrid work, and professional development opportunities.
- Why this job: Make a real impact by optimising customer and agent experiences with innovative AI solutions.
- Qualifications: Experience in customer insight analysis and contact centre operations required.
- Other info: Join a dynamic team with a focus on collaboration and long-term relationships.
The predicted salary is between 36000 - 60000 £ per year.
CTS represents an international network of Customer Management Executives, mainly across the UK, Ireland, Germany, Netherlands, Spain, Portugal and South Africa. We have a vast network across all industries that have large contact centres and/or customer experience operations. We have professional relations with our connections that emphasise building trust, fostering collaboration and maintaining long-term relationships for mutual benefit.
Our client is an expanding consultancy business that specialises 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, understand the operations leaders' goals, their key metrics measures, analyse customer interactions, provide actionable insights, and create compelling data-driven narratives to support the optimisation 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 visualisation 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: Jobspaddy
Contact Detail:
Jobspaddy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insights Consultant – Customer Talent Search
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in contact centres or customer experience. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at networking events or interviews, bring along examples of your work. Use data visualisation tools like Power BI to create compelling presentations that highlight your insights and analysis.
✨Tip Number 3
Be engaging and persuasive! Practice your communication skills so you can clearly articulate how your experience aligns with the role. Remember, it’s not just about what you know, but how you convey it to others.
✨Tip Number 4
Apply through our website! We’ve got a streamlined application process that makes it easy for you to showcase your talents. Plus, it shows you’re serious about joining our team and helps us get to know you better.
We think you need these skills to ace Customer Insights Consultant – Customer Talent Search
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Insights Consultant. Highlight your experience in customer insight and analysis, especially in contact centre operations. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about improving customer experiences and how you can help turn good agents into great ones. Be engaging and persuasive – we love that!
Showcase Your Data Skills: Since the role involves reporting on metrics like CSAT and NPS, make sure to mention your experience with Power BI or other data visualisation tools. We’re keen to see how you can analyse data and provide actionable insights.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. We can’t wait to hear from you!
How to prepare for a job interview at Jobspaddy
✨Know Your Metrics
Familiarise yourself with key contact centre metrics like CSAT, NPS, and AHT. Be ready to discuss how these metrics impact customer experience and agent performance. This shows you understand the industry and can speak their language.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data analysis to drive insights in previous roles. Highlight your experience with tools like Power BI and how you've turned data into actionable strategies. This will demonstrate your capability as a Customer Insights Consultant.
✨Build Rapport
Since the role involves owning client relationships, practice building rapport during the interview. Use engaging communication techniques and be persuasive in your responses. This will reflect your ability to foster long-term relationships with clients.
✨Understand the AI Landscape
Research the latest trends in Contact Centre AI technologies. Be prepared to discuss how AI can enhance customer interactions and improve operational efficiency. Showing that you're knowledgeable about the company's solutions will set you apart from other candidates.
