At a Glance
- Tasks: Analyse data to enhance customer experience and support the Customer Success team.
- Company: Join a Fortune Global 500 company with a rewarding culture and talented teams.
- Benefits: Competitive salary, pension scheme, discounts, and promotion opportunities.
- Other info: Dynamic role with opportunities to collaborate across teams and grow your career.
- Why this job: Make a real impact on customer satisfaction through data-driven insights.
- Qualifications: Strong analytical skills, CRM experience, and a passion for continuous improvement.
The predicted salary is between 30000 - 35000 £ per year.
Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill and passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.
We’re looking for a detail-oriented reporting & analytics specialist to support our Customer Success team. This role is ideal for someone who enjoys turning data into actionable insights, thrives in a collaborative environment, and is passionate about improving customer experience through smart, data-driven decisions.
What you’ll get:
- A competitive salary between £30k-£35k per year, depending on experience and location.
- Company pension scheme, discounts at major retailers (like Apple), cinemas and attractions, plus many more benefits.
- Opportunities to progress – thanks to our ‘promotion from within policy’.
What you’ll do:
Reporting to the CX Manager, the successful applicant will be responsible for developing and maintaining reporting frameworks, analysing customer success metrics, implementing new procedures and helping the team make informed decisions that drive retention, satisfaction, and operational efficiency. Key responsibilities include:
- Design, build, and maintain dashboards and reports that track key Customer Success metrics (e.g., onboarding progress, support response times, retention rates, NPS).
- Analyse customer behaviour and feedback to identify trends, risks, and opportunities.
- Collaborate with Customer Success leadership to define & measure KPIs and performance benchmarks.
- Ensure data accuracy and integrity across reporting tools and systems.
- Provide regular insights and recommendations to improve customer engagement and satisfaction.
- Maintain operational procedure documents and ensure alignment with a positive customer journey, including collaboration with third party subcontractors.
- Partner with cross-functional teams (Sales, Product, Operations) to align reporting with broader business goals.
- Train and support team members in understanding and using data effectively.
What you’ll need:
- Previous experience in roles requiring strong analytical thinking and data interpretation.
- Hands-on experience with data analysis and problem-solving in a customer-focused environment.
- Strong communication skills, both written and verbal.
- Proficient in using CRM systems (Salesforce preferred) and Microsoft Office applications such as Excel, Power BI, or similar.
- Exposure to the field of AI, for example by creating AI workflows or AI Agents for task automation would be an advantage.
- A proactive mindset with a passion for continuous improvement.
- Ability to manage multiple tasks and prioritise effectively.
- Strong attention to detail and problem-solving skills.
- Ability to translate complex data into clear, actionable insights.
- Knowledge of Insurance or logistics industries preferred.
- Willingness to stay updated with industry changes, emerging risks, and new technologies.
- Degree Preferred.
You’ll be at the heart of helping our Customer Success team deliver exceptional service by empowering them with the insights they need. If you are focused on continuous improvement, have a curious mindset and want to make a real impact on customer experience, we’d love to hear from you.
Employee Type: Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
Customer Journey Specialist in Tamworth employer: UPS
At UPS, we pride ourselves on being a leading Fortune Global 500 organisation that fosters a culture of innovation and collaboration. As a Customer Journey Specialist, you will enjoy a competitive salary, a comprehensive benefits package including a pension scheme and discounts at major retailers, and ample opportunities for career progression through our promotion-from-within policy. Join us in a dynamic environment where your analytical skills will directly contribute to enhancing customer experiences and driving operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey Specialist in Tamworth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UPS. 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 UPS 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 Customer Journey Specialist in Tamworth
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 UPS:Your cover letter is your chance to shine! Tell us why you want to work at UPS 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 UPS!
How to prepare for a job interview at UPS
✨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.
