Senior Customer Insight Analyst job in Leeds

Job type Full time

Location: Leeds

__vacancyopjusttionswidget.opt-Department__ Customer Service & Operations

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Do you have experience of customer journey mapping and enjoy collating insights from the data? Want to work with an award winning contact centre where your insights drive actionable change?

If your answer is 'yes' to all of these, keep reading.

Want to know a little about us?

At Novuna Consumer Finance, we provide fast, flexible finance solutions for some of the UK's biggest retail brands. Whether customers are buying furniture for their new home, an important piece of jewellery, or home electrical goods, we're passionate about delivering phenomenal customer experiences.

We're proud to be a Top 50 Inclusive employer, and we're number 15 in Glassdoor's Top 50 Employer list.

What does the role involve?

Reporting into the Customer Experience Manager you'll be responsible for providing actionable insight to drive customer journey improvements, maximising customer and employee satisfaction, productivity and operational efficiencies using both big data and customer and employee feedback. You'll be comfortable using Customer journey mapping techniques to understand the customer journey and identify customer pain points.

Some of your key duties will also include:

Managing our insights surveys and content
Produce high quality and engaging insight reporting enabling continuous improvement to our people and customer journeys
Represent the Voice of the Customer to the business
Ensuring insight and trend analysis from data is shared with relevant business areas and key stakeholders

What are we looking for?

To be successful in this role you'll join us with previous experience of customer journey mapping and collating insights ideally within a multi channel contact centre function. You'll be comfortable mining the data and have the ability to analyse and interpret statistics/data to identify relevant actionable insights.

Also, we're looking for the following:

Knowledge of key system software, MI Platforms and databases (Excel, Obiee and Verint would be desirable)
Ability to work with and collaborate with colleagues as well as communicating and influencing at all levels
Ability to complete both qualitative and quantitative analysis with a holistic approach to research and insights
Proven ability to design surveys which ask just the right questions

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

Flexible hybrid working
25 days' holiday, plus bank holidays and the option to buy/sell 5 days
Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

What's the next step?

Interested? Start your application today and see what Novuna can offer you.

Novuna is a consciously inclusive employer, and we encourage applicants from all backgrounds.

Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can't consider any further applications, so please submit your application as soon as possible to avoid disappointment.

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Employee experience is our passion

Employee experience is our passion

Senior Customer Insight Analyst

This vacancy has expired

Job description

This vacancy has now expired. Please see similar roles below...

Want to know a little about us?

What does the role involve?

What are we looking for?

What can we offer you?

What's the next step?

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