At a Glance
- Tasks: Transform customer experiences and implement impactful changes across the business.
- Company: Join SimpliSafe, a leading smart home security company with a customer-first approach.
- Benefits: Enjoy 28 days holiday, private healthcare, and wellness contributions.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer journeys while collaborating with a passionate team.
- Qualifications: Experience in project delivery and process improvement is a plus.
The predicted salary is between 40000 - 40000 £ per year.
At SimpliSafe, we believe everyone deserves to feel safe at home. That belief drives everything we do. Our smart home security systems help protect over 4 million customers across the US and UK, and we are continuing to grow and innovate. Since launching in the UK in 2019, we have built a reputation we are incredibly proud of. We are rated 4.9 out of 5 stars on Trustpilot, with over 20,000 customer reviews, alongside glowing press coverage and a Net Promoter Score of 72+. For us, those numbers represent something bigger: customers who trust us to help protect what matters most. Behind that success is a team of people who care. We are ambitious, down to earth, customer-obsessed and always looking for smarter ways to do things.
This is not a role where your ideas sit in a spreadsheet. You will help turn them into real improvements that customers and colleagues can feel. Working closely with the Head of CX, you will have visibility across the business, contribute to important transformation programmes and play a hands-on part in making our customer journeys simpler, smoother and more effective.
As our CX Improvement & Implementation Analyst, you will help deliver commercial projects, customer experience improvements and business change. You will connect the dots between people, processes, systems and insight, making sure great ideas are implemented well and the information our customers and teams rely on stays clear, accurate and up to date.
What you’ll do:
- Improve customer journeys and processes: Partner with the Head of CX to map customer journeys and current processes, spot friction points, identify opportunities across activation, onboarding, retention and advocacy, develop evidence-based business cases and share progress with senior stakeholders.
- Bring commercial initiatives to life: Support pricing changes, product and proposition launches and retention activity, from requirements and impact assessments through to launch and review, alongside Operations, Commercial and Technical teams.
- Help deliver major transformation: Support customer technology and transformation programmes through planning, requirements, gap analysis, testing, sign-off and go-live, tracking dependencies, risks and milestones along the way.
- Make change stick: Coordinate changes to pricing, products, processes, app features and regulations across teams, systems, content and communications, ensuring everything is ready and checked before launch.
- Show the difference: Use data, customer insight and colleague feedback to prioritise opportunities, measure improvements in efficiency, cost and customer experience, and keep essential knowledge accurate and current.
What we’re looking for:
- You are curious, organised and confident, turning complex challenges into practical solutions.
- You can juggle several priorities without losing sight of the detail, communicate clearly with different audiences and enjoy working with others to get things done.
- Experience in project or programme delivery would be particularly valuable.
What you’ll bring:
- Experience planning, tracking and delivering projects or workstreams, including risks, dependencies and reporting.
- Clear, engaging written communication for customers, colleagues and senior stakeholders.
- Experience in process improvement or business analysis, including mapping journeys or processes and identifying opportunities.
- A structured approach to prioritising competing demands and managing a backlog.
- Strong analytical skills to diagnose issues, build the case for change and measure outcomes.
- Commercial awareness of how pricing, products and propositions affect customers and the business.
- Confidence in collaborating with Operations, Commercial and Technical stakeholders to agree changes and secure sign-off.
- Excellent attention to detail, particularly around product, pricing and regulatory information.
- Comfort using project or work-tracking tools and familiarity with CRM or operational platforms.
- Ideally, around 2 to 4 years of relevant experience in CX, operations, commercial, content or project environments.
Even better if you have:
- Experience maintaining content in a CMS or knowledge base, or using Contentful, Confluence, monday.com or Jira.
- Contributed to a platform migration, system implementation or major transformation.
- Supported pricing changes, product launches or customer retention initiatives.
- A background in a contact centre, customer experience or operations environment.
- Knowledge of project and change management, or an interest in smart home and security technology.
The values we live by:
- Customer Obsessed: We understand our customers and build lasting relationships and trust.
- Aim High: We challenge ourselves and each other to grow and improve.
- No Ego: We succeed as a team and learn from our mistakes.
- One Team: We collaborate and win together.
- Lift As We Climb: We invest in developing ourselves and others.
- Lean & Nimble: We test, learn and keep improving.
What’s in it for you?
We want our people to feel supported, appreciated and excited about what they do. Alongside the opportunity to make a genuine impact, you will enjoy:
- 28 days’ holiday plus bank holidays.
- Enhanced pension, life assurance, private healthcare and dental cover.
- Free eye test and a contribution towards glasses, plus an Employee Assistance Programme.
- Retail discounts through Perks at Work and our recognition and rewards scheme.
- SimpliWell wellbeing contribution for things like the gym, a spa day or activewear.
- Cycle to work scheme, team socials, summer and Christmas parties.
- Office snacks, drinks and a few extra treats along the way.
Pay: £40,000.00 per year
Benefits include: Canteen, Casual dress, Company events, Company pension, Cycle to work scheme, Discounted or free food, Employee discount, Enhanced maternity leave, Enhanced paternity leave, Free flu jabs, Life insurance, Private dental insurance, Private medical insurance, Referral programme, Sick pay, Work from home.
Work Location: In person.
CX Improvement & Implementation Analyst in Hulme employer: SimpliSafe Ltd
SimpliSafe Ltd offers a dynamic work environment where employees are encouraged to be ambitious and customer-focused. The company values innovation and is committed to finding smarter ways to enhance customer experience. With a strong reputation for customer satisfaction, SimpliSafe provides opportunities for professional growth in the rapidly evolving home security industry.
StudySmarter Expert Advice🤫
We think this is how you could land CX Improvement & Implementation Analyst in Hulme
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SimpliSafe Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SimpliSafe Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CX Improvement & Implementation Analyst in Hulme
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SimpliSafe Ltd:Your cover letter is your chance to shine! Tell us why you want to work at SimpliSafe Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SimpliSafe Ltd!
How to prepare for a job interview at SimpliSafe Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
