At a Glance
- Tasks: Analyse client feedback and data to enhance overall client experience.
- Company: Join Vanguard, a revolutionary investment company focused on client interests.
- Benefits: Hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a commitment to diversity and inclusion.
- Why this job: Make a real impact by driving meaningful change in client satisfaction.
- Qualifications: Strong analytical skills and proficiency in data analysis tools required.
The predicted salary is between 40500 - 49500 £ per year.
The UKPI Voice of the Client and Outcomes Analyst is responsible for gathering, analysing, interpreting and presenting actionable insights from client feedback, sentiment across various channels, client journey and behavioural data to measure and enhance our overall client experience.,
- Own survey questions collect and analyse and present client feedback and behaviours from client contact, complaints, QA, surveys, market insights, online reviews, social media, and other touchpoints across client journeys.
- Where available, analyse and compare external competitor client data scores to benchmark feedback and experiences.
- Using data, identify trends, patterns, and develop regular actionable insights to support business decisions and improve products, services, service experience and processes.
Prepare and present clear, concise reports and recommendations to stakeholders at all levels to drive improvements in Client Experience.
- Collaborate with cross-functional teams to define key insights, measurement approaches and ensure client insights are integrated into continuous improvement and strategic initiatives.
- Regularly monitor and present the agreed client satisfaction, performance and behavioural metrics and support the development of strategies to address areas of concern.
Support Product Managers and Business Leaders in solution development, as required.
The UKPI Voice of the Client and Outcomes Analyst is responsible for gathering, analysing, interpreting and presenting actionable insights from client feedback, sentiment across various channels, client journey and behavioural data to measure and enhance our overall client experience.
This role requires a keen analytical mind, excellent communication skills, collaboration, a passion for understanding what drives client satisfaction, loyalty, and outcomes with the desire to drive making meaningful change., This role requires a keen analytical mind, excellent communication skills, collaboration, a passion for understanding what drives client satisfaction, loyalty, and outcomes with the desire to drive making meaningful change., Strong proficiency with data analysis tools (e. g., Excel, Power BI, Tableau, Adobe) and dashboard creation.
- Excellent written and verbal communication skills, with the ability to translate complex data into clear insights, trends and recommendations.
- Good knowledge of UKPI clients needs and behaviours, and our products, services and systems.
- Attention to detail, strong organisational skills, and a collaborative approach to problem solving.
Desirable
- Experience leveraging AI to accelerate and improve quality of data analysis using AI tools
- Experience with client journey mapping, journey data analysis, and voice of the client programmes is highly desirable.
- Knowledge of the UK personal investing marketplace.
- Proven experience in client insight analysis, or a similar analytical role.
- Strong proficiency with survey platforms., Curious and proactive, with a genuine interest in understanding client behaviour.
- Adaptable and resilient, able to thrive in a fast-paced, constantly changing environment.
- Strong collaborator, with multi-disciplinary teams with the ability to understand and prioritise multiple perspectives.
- Results-driven, with a strong sense of accountability and commitment to delivering actionable insights.
Vanguard is a different kind of investment company.
It was founded in the United States in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients.
This is a philosophy that has helped millions of people around the world to achieve their goals with low-cost, uncomplicated investments.
It's what we stand for: value to investors.
Inclusion Statement Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture.
Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing." We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve.
We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.
When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose: to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.
How We Work Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection.
We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
- Vanguard is not offering visa sponsorship for this position,
- This is a hybrid position and would require you to work in the office 3 days per week (Tuesday, Wednesday & Thursday).
The position will also involve occasional travel to London as required.
- Please note that we review applications on a rolling basis and may close this role early if there is a high level of interest.
To avoid missing out, we recommend applying as soon as possible.
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Voice of the Client and Outcomes Analyst in Manchester employer: Vanguard
Vanguard is an exceptional employer, offering a dynamic and mission-driven work environment in London and Manchester. With a strong focus on employee growth, we foster a culture of collaboration and continuous improvement, empowering our teams to excel in financial crime operations while ensuring compliance and operational excellence. Our hybrid working model provides flexibility, allowing you to balance professional and personal commitments, making Vanguard a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Voice of the Client and Outcomes Analyst in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vanguard. 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 Vanguard 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 Voice of the Client and Outcomes 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 Vanguard:Your cover letter is your chance to shine! Tell us why you want to work at Vanguard 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 Vanguard!
How to prepare for a job interview at Vanguard
✨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.
