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- Tasks: Analyse customer feedback and trends to enhance the overall customer experience.
- Company: Pension Insurance Corporation secures retirement incomes through risk management and exceptional customer service.
- Benefits: Enjoy private medical insurance, 28 days annual leave, study support, and a generous pension scheme.
- Why this job: Join a culture of resilience and adaptability while making a positive impact on customers' lives.
- Qualifications: Strong analytical skills, experience in data analysis, and excellent communication abilities required.
- Other info: Opportunity for personal development in both technical and non-technical skills.
The predicted salary is between 36000 - 60000 £ per year.
Pension Insurance Corporation ("PIC") provides secure retirement incomes through comprehensive risk management and excellence in asset and liability management, as well as exceptional customer service. Our purpose is to pay the pensions of our current and future policyholders. We achieve our purpose by setting Companywide strategic objectives and driving a healthy culture based on our PIC Values of Resilient, Adaptable, and Loyal.
Role purpose: The role requires the ability to analyse customer feedback, identify trends and provide actionable insights to enhance the overall customer experience. To deliver strong business outcomes relating to capital, profitability, the Company brand and market reputation whilst achieving positive outcomes to our policyholders, shareholders, and reinsurers on a consistent basis. Our Company values are expected to be reflected in the delivery and performance of every role.
Specific accountabilities assigned to the role of Customer Experience Analyst within Customer Experience Team:
- Develop strong relationships within Customer Operations, maintaining an excellent standard of service and ensuring the delivery of key initiatives.
- Effectively collaborate with the Customer Experience team and key internal and external stakeholders.
- Collect and analyse customer feedback from various channels, including surveys and customer service interactions.
- Identify trends and patterns in customer feedback to uncover areas for improvement.
- Collaborate with cross-functional teams to develop and implement strategies to enhance the customer experience.
- Assist in monitoring and reporting on key performance indicators (KPIs) related to customer satisfaction and experience.
- Conduct root cause analysis to identify and address issues impacting the customer experience.
- Keep customer journeys up to date, using insights to review and improve.
- Monitor and evaluate the effectiveness of implemented change activities.
- Provide regular reports and presentations to senior management on customer experience insights and recommendations.
- Manage customer data extraction, cleansing and issuing customer engagement/insight communications, responding to any queries.
- Managing small projects involves overseeing the planning, execution, and completion of projects.
- Take ownership for their own learning and development in both technical (e.g. data analysis and critical judgement) and non-technical (self-insight and relationship management) skills of Customer Experience Team.
Knowledge:
- Familiar with defined benefit pensions is desirable.
- Advanced knowledge of MS Excel, PowerPoint and Power BI.
Skills:
- Strong analytical skills.
- Strong communication skills.
- Ability to persuade and influence both directly and indirectly.
- Ability to organise work to meet deadlines.
- Strong problem solving skills and attention to detail.
Experience:
- Experience of data analysis.
- Experience of delivering excellent customer service.
- Experience of customer journey mapping.
In addition to a competitive base salary and the opportunity to participate in our annual, performance-related bonus plan, upon joining us here at Pension Insurance Corporation, you will get access to some great benefits, including private medical insurance, 28 days' annual leave (excluding bank holidays), study support with qualifications, a generous pension scheme and much more.
Customer Experience Analyst employer: PIC
Contact Detail:
PIC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Analyst
✨Tip Number 1
Familiarise yourself with the principles of customer experience analysis. Understanding how to collect and interpret customer feedback will be crucial in this role, so consider brushing up on your data analysis skills and tools like Power BI.
✨Tip Number 2
Network with professionals in the customer experience field. Engaging with others who have similar roles can provide insights into best practices and may even lead to referrals or recommendations for the position.
✨Tip Number 3
Demonstrate your understanding of the pension industry. Research Pension Insurance Corporation and its values, as well as current trends in defined benefit pensions, to show your genuine interest and alignment with their mission.
✨Tip Number 4
Prepare to discuss specific examples of how you've improved customer experiences in previous roles. Being able to articulate your past successes will help you stand out as a candidate who can deliver results.
We think you need these skills to ace Customer Experience Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Experience Analyst position. Tailor your application to highlight relevant skills and experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in data analysis, customer service, and any familiarity with defined benefit pensions. Use specific examples to demonstrate how you've successfully improved customer experiences in previous roles.
Showcase Analytical Skills: Since the role requires strong analytical skills, include examples of how you've used data to identify trends and make recommendations. Mention any tools or software you're proficient in, such as MS Excel, PowerPoint, or Power BI.
Reflect Company Values: Pension Insurance Corporation values resilience, adaptability, and loyalty. Make sure to reflect these values in your application by providing examples of how you've demonstrated these traits in your professional life.
How to prepare for a job interview at PIC
✨Understand the Company Values
Before your interview, make sure you understand Pension Insurance Corporation's values: Resilient, Adaptable, and Loyal. Be prepared to discuss how you embody these values in your work and how they align with your approach to customer experience.
✨Showcase Your Analytical Skills
As a Customer Experience Analyst, strong analytical skills are crucial. Prepare examples of how you've previously analysed customer feedback or data to identify trends and implement improvements. Use specific metrics or outcomes to demonstrate your impact.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and how you handle customer interactions. Think of past experiences where you successfully resolved issues or improved customer satisfaction, and be ready to share those stories.
✨Highlight Collaboration Experience
Collaboration is key in this role. Be ready to discuss your experience working with cross-functional teams and how you’ve built relationships with stakeholders. Provide examples of successful projects where teamwork led to enhanced customer experiences.
