We're looking for a Customer Experience (CX) Analyst to join our growing team in the UK! Are you ready to take on a new challenge?
As part of the global CX Team, you will be responsible for identifying customer pain points by working with the CX Manager and other teams around you. You will ensure the best possible Customer Experience from start to finish, by putting the customer at the heart of everything you do!
We are looking for a driven individual who's interested in visualisation, insights and who is able to review data and look out for customer trends.
What you'll be doing:
- Act as one of the internal Customer Champions ensuring that their 'voice' is clearly heard and considered when and wherever business decisions are being made.
- Review feedback from multiple data sources (Medallia, Traditional VoC surveys, Case Classification etc.) and consolidate for analysis.
- Support the CX manager with Investigations after Initial potential pain point identified.
- Provide additional data and Insights to understand full customer Impact of pain points to help the support the CX Manager in 'creating a story' to share with key partners.
- Regularly review customer sessions via internals tools.
- Carry out a daily review of the CX KPIs dashboard.
- Support teams with additional data requests e.g. Trading Betslip Data.
- Produce weekly performance reports.
Occasional:
- Ad hoc product testing raising relevant defects where necessary
- End-to-End UAT of all Medallia surveys to be Implemented on Ladbrokes and Coral
- Work with the CX Manager and our BI data partners to help develop automated dashboards to effectively monitor / track key customer metrics
What we need from you:
- Customer-first approach
- Strong excel, data manipulation and analysis skills
- Excellent organisational skills
- Can work in a fast-paced environment and balance multiple projects simultaneously
Desired:
- Ability to work effectively with international, cross-functional teams and to internalise new processes and developments in a highly dynamic industry.
- Experience with Medallia reporting or other experience and journey reporting tools.
- Experience with mapping customers journeys to showcase the current pain points or customer steps.
