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- Tasks: Analyse customer feedback and trends to enhance the customer experience.
- Company: Pension Insurance Corporation secures retirement incomes with a focus on risk management and 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 real impact on customer satisfaction.
- 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.
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Customer Experience and Insights Analyst employer: PIC
Contact Detail:
PIC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience and Insights Analyst
✨Tip Number 1
Familiarise yourself with the pension industry, especially defined benefit pensions. Understanding the nuances of this sector will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your analytical skills, particularly with tools like MS Excel and Power BI. Being able to showcase your proficiency in data analysis during discussions can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully improved customer experiences in previous roles. Be ready to discuss specific strategies you implemented and the positive outcomes that resulted from them.
✨Tip Number 4
Network with professionals in the customer experience field, especially those who work in financial services. Engaging with industry peers can provide valuable insights and potentially lead to referrals for the position.
We think you need these skills to ace Customer Experience and Insights Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly understand the responsibilities and requirements of the Customer Experience and Insights Analyst position. Tailor your application to highlight how your skills and experiences align with the specific accountabilities mentioned in 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 your analytical skills and ability to enhance customer experiences.
Showcase Your Skills: Make sure to showcase your strong communication skills and problem-solving abilities in your application. Provide examples of how you've successfully influenced stakeholders or improved processes in previous roles.
Craft a Compelling Cover Letter: Write a tailored cover letter that reflects your understanding of Pension Insurance Corporation's values and mission. Explain why you are passionate about enhancing customer experiences and how you can contribute to their goals.
How to prepare for a job interview at PIC
✨Understand the Company Values
Before your interview, make sure you are familiar with 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 and Insights Analyst, strong analytical skills are crucial. Prepare examples of how you've successfully analysed customer feedback in the past, identified trends, and implemented changes based on your findings.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle customer interactions. Think of specific scenarios where you've improved customer satisfaction or resolved issues, and be ready to share these experiences.
✨Demonstrate Collaboration Skills
This role requires effective collaboration with various teams. Be ready to discuss your experience working with cross-functional teams and how you’ve built relationships to enhance customer experience initiatives.
