SMARTY - Customer Insight and Performance Analyst in Reading

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

This role is an integral part of the Service Strategy, Transformation & Performance. Accountable for gathering, analysing and pulling together both operational performance and customer insights for SMARTY that enable both the operation and wider business to act to improve SMARTY’s customer experience. Supports change initiatives within SMARTY CX by providing analysis and insights into deployment and adoption of change. Able to contextualise insights against a wider backdrop, not just the SMARTY business to help shape the SMARTY CX strategy. Helps to qualify and quantify the customer improvements backlog in a meaningful way.

• Create, report, and conduct analysis of data and information for trending and problem resolution.
• Participate in change process in order to optimise designed solution, balancing the requirements of the business and customer.

Building Capability:

• Takes responsibility for implementing a team's formal development framework with guidance from senior colleagues, while informally coaching others throughout the organization in area of expertise.
• Sets early warning indicators to ensure the business can make timely interventions to improve performance.

Client & Customer Management (Internal):

• Manage relationships with key internal customers and act as their business partner, while typically using support teams to ensure client satisfaction.
• Works with the SMARTY reporting team to enhance and develop customer operations and experience reporting.
• Liaise with stakeholders to understand goals, strategy and insights they require.
• Work closely with Three counterparts to understand macro-trends.

Improvement / Innovation:

• Identifies shortcomings, then suggests and implements improvements to existing business practices, while developing and delivering projects or a work stream within the organization's change management program with guidance from senior colleagues.
• Analyse operational performance reporting and help produce insights for the operational team to act on.
• Responsible for analysis of customer experience feedback from numerous sources and be able to pull it together into a format that compels the SMARTY business to act upon it.

Needs Assessment:

• Uncovers emerging issues and/or needs and identifies potential causes, related issues, key stakeholders and barriers.
• Uses SMARTY’s CX platforms – chat, community, knowledge management, social and care to pull together regular insight.

Review and Reporting:

• Strong analytical and insight experience within a customer operation / CX team.
• Works without supervision and provides technical guidance when required on reviewing and creating relevant, lucid and effective reports.
• Adept at using multiple data sources and consolidating them.
• Good understanding of customer-led KPIs.
• Ability to understand CX platforms and data.

Commercial Acumen:

• Strong commercial acumen and able to identify opportunities for commercial growth in operational performance and customer journeys.
• Applies understanding of the business environment and objectives to develop solutions without supervision, while also providing technical assistance when necessary.

Analytical Processes:

• Works without supervision and provides technical guidance when required on supporting research schedules using appropriate analytical processes and procedures.

Action Planning:

• Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements.

Planning and Organizing:

• Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.

Negotiation:

• Excellent written and verbal communication skills with ability to deliver compelling insight.
• Negotiates without supervision and provides technical guidance when required on how to help the organization by obtaining consensus between two or more internal or external parties who may have different interests.
• Plays back findings/output to stakeholder group in a clear and concise manner and gains relevant ‘buy-in’ and support where required.
• Similarly, is able to take on board feedback and incorporate adjustments to analysis where relevant.

Passionate about customer.