Customer Insight Analyst in Cheadle

Benefits of working at Together:

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Matched pension contribution
• Health cash plan plus Private medical insurance
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

Company Description:

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans. We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.

As a Customer Insight Analyst you will complete thematic reviews and Root Cause Analysis, developing recommendations to drive improvements to business processes and customer outcomes. You will provide meaningful insight leading to the development and recommendation of solutions that add value to the business by enhancing our customers’ experience and reducing complaints and negative feedback.

As a Customer Insight Analyst you will:

• Carry out the regulatory activity of Complaint Root Cause Analysis, working with the Customer Insight Manager
• Gather complaints related data and gain agreement on what to prioritise for monthly analysis
• Complete thematic reviews to identify trends, utilising system data and call listening to establish true root cause
• Work collaboratively to overlay other data sources, such as Voice of the Customer (VoC), incidents and QA insight with complaint data to validate trends, support recommendations for change, and encourage collaborative working across different business functions.
• Provide assurance on root cause completed outside of customer strategy to ensure true root cause has been reached
• Complete and deliver slides for CEF and CCO to provide oversight of Root Cause Analysis and Voice of Customer feedback
• Develop and deliver recommendations for improvement based on findings in monthly CEF and CCO meetings
• Assign actions and obtain updates from key stakeholders on RCA actions and update associated trackers
• Complete impact analysis following implemented changes in line with process.
• Identify and accurately report any customer complaints, incidents, SARs, in accordance with the company policy/procedure.
• Report to line managers any identified breaches in procedures from any areas of the business, so that corrective action can be implemented to remedy the breach.
• Send Voice of Customer surveys on a daily basis to ensure we’re receiving insight from different customer touchpoints.
• Ensure the VOC trackers are updated on a daily basis, and have regular oversight to ensure the feedback is being reviewed in line with process.
• Provide updates on VOC feedback being received to ensure the business have oversight of any potential themes on a regular basis.
• Send Funding update communications to customers on a daily basis to ensure customers are kept informed.
• Complete third party reviews, including invites and responses for Feefo and Trustpilot, to gain more valuable customer insight.

Qualifications:

Essential:

• Excellent data analysis experience; able to spot trends in large volumes of data, and support findings with logical evidence
• High degree of customer focus
• Good understanding of the key processes and data structures around business units
• Excellent stakeholder engagement and influencing skills
• Proficient in MS Office, especially Excel and PowerPoint
• Ability to prioritise and work to challenging deadlines
• Excellent attention to detail
• Experience of extracting data from different sources and delivering data analysis

If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

Additional Information:

Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills. If you feel you’d benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.