At a Glance
- Tasks: Enhance customer experiences and implement impactful changes in a dynamic environment.
- Company: Join SimpliSafe, a leading home security company with a mission to keep every home secure.
- Benefits: Enjoy competitive pay, wellness support, and a free SimpliSafe system for your home.
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Make a real difference in customer journeys while growing your career in a collaborative culture.
- Qualifications: Curiosity, organisation, and experience in project delivery or business analysis are key.
The predicted salary is between 54000 - 66000 £ per year.
About Simpli Safe
We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure.
And we’ve created a culture here that cares just as deeply about the career you’re building.
Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect.
We don’t just want you to work here.
We want you to grow and thrive here.
Why are we hiring?
Well, we’re growing and thriving.
So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure
The role
Help us make every customer and colleague interaction accurate, simple and consistent.
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.
- What Values You’ll Share
- Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
- Aim High - Always challenging ourselves and others to raise the bar.
- No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
- One Team - Taking a highly collaborative approach to achieving success.
- Lift As We Climb - Investing in developing others and helping others around us succeed.
- Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.
What We Offer
- A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
- A comprehensive total rewards package that supports your wellness and provides security for Simpli Safers and their families
- (For more information on our total rewards please click here
- Free Simpli Safe system and professional monitoring for your home.
- Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.
- The target annual base pay range for this role is £40,000
This target annual base pay range represents our good-faith estimate of what we expect to pay for this role.
We use a market-based compensation approach to set our target annual base pay ranges and make adjustments annually.
We carefully tailor individual compensation packages, including base pay, taking into consideration employees’ job-related skills, experience, qualifications, work location, and other relevant business factors.
Beyond base pay, we offer a Total Rewards package that may include participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits.
More details can be found here .
We’re committed to fair and equitable pay practices, as well as pay transparency. We regularly review our programs to ensure they remain competitive and aligned with our values.
We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify.
We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences.
We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others.
If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact hr-uk@simplisafe. co. uk
CX Improvement & Implementation Analyst in Manchester employer: SimpliSafe
SimpliSafe offers a collaborative and innovative work culture that prioritizes employee growth and career development. The company is committed to making a significant impact in the home security industry while providing opportunities for talented individuals to thrive. Employees can expect a supportive environment where their contributions are valued and recognized.
StudySmarter Expert Advice🤫
We think this is how you could land CX Improvement & Implementation Analyst in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SimpliSafe. 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 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 Manchester
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:Your cover letter is your chance to shine! Tell us why you want to work at SimpliSafe 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!
How to prepare for a job interview at SimpliSafe
✨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.
