Customer Experience Analyst

Are you highly motivated with a minimum of 4/5 years’ experience reporting directly to a Customer Experience Manager and are looking to progress your career to the next level/take it to the international stage?

This could be the role for you.  This is a really exciting opportunity to work for a multi-national company at a European level and be instrumental in driving the customer satisfaction, quality and loyalty piece for this dynamic Financial Services Company that also operates in the Telecommunications space.

You will use high-level insightful analysis to direct and manage strategic initiatives to improve the business performance in customer satisfaction across the European markets (excluding UK).  This will include change management activities to drive improvements in the end-to-end customer experience via in-store, online and telephone channels.

Key Responsibilities

• Own and drive the customer experience agenda and strategy from a satisfaction and compliancy perspective across 8 European countries
• Focus on delivering and improving the score for 2 core customer satisfactions KPIs
• Analysis of the quality processes/procedures, as well as the customer journey and experience via in-store, phone and online channels using various methods (quantitative and qualitative)
• Conduct out root cause analysis of issues and devise, sanity check, and recommend required operational changes to drive improved process, customer satisfaction, costs, efficiencies, and revenue growth
• Development and ownership of the customer journey mapping across all touch points
• Drive and own the copy-writing, execution, management and analysis of regular customer touch point research (mainly e-surveys, mystery shopping and others which you have the autonomy to implement)
• Manage external e-research company to deliver best in class, effective, efficient results in order to drive process, satisfaction and compliance improvements
• Analyse data and survey/observational results to develop key insights and recommendations for process, training, customer experience and other operational improvements
• Lead on business improvement activity and work closely with managers and key stakeholders across Europe
• Lead and where necessary carry out analysis that supports business improvement and delivers customer satisfaction, cost reduction and revenue growth
• Drive regular reviews of customer satisfaction, tasking key stakeholders with improvements based on sound insights and data
• Measure, track and report on results and trends regularly to senior management/the board, Europe-wide and our external partner, setting the agenda for change and driving requirements changes through to successful implementation and results improvements
• Ensure that results can be compared with best practice (internally) and Industry (externally)
• Internal and external key stakeholder management will be key – you will identify lack of action and escalate appropriately, without damaging relationships with relevant businesses / individuals
• Ensure that customer satisfaction projects are delivered on time and to high quality standards
• You are required to ensure that you are familiar with the regulatory requirements of the Central Bank of Ireland and the FSA as they apply to your role
• Frequent travel will be required across Europe
• Salary will be dependant on experience

Requirements

• Experience within the Insurance / Telecommunications industry
• Experience in customer satisfaction / loyalty programmes including Net Promoter Scores
• Service Management experience and skills
• Qualifications:  Business/Marketing Graduate calibre or equivalent experience is essential.  Project Management qualifications and experience e.g. PRINCE2 is desirable
• Strategic and operational knowledge around customer satisfaction, experience, quality and loyalty
• Self-motivated and able to work with minimal supervision
• Confident with strong interpersonal skills
• Ability to influence and communicate at senior management level
• Clear thinker with initiative and inquisitive mind
• Positive, energetic and enthusiastic at all times
• Puts the customer at the heart of everything
• Management / coaching skills
• Highly numerate - experience of statistical analysis
• Excellent written communication and presentation skills
• Strong customer facing skills
• Project management experience
• Results driven and orientated
• Excellent MS Excel and MS Office skills

Salary for this role is based on experience. For further information please contact Adrian Clarke on 01 661 8889 - aclarke@alternatives.ie 

About Alternatives Group
Alternatives Group is an award winning, dynamic talent resourcing business with 3 key divisions:

• Alternatives Resourcing: No. 1 in the market for marketing, digital and commercial permanent and interim recruitment
• Alternatives Loyalty & Managed Services: On-site, performance managed loyalty, marketing and commercial solutions
• Alternatives Elect: Global executive search service

Our flexible and dynamic business models ensure that we can provide right sized, talent appropriate solutions for our clients, who are typically medium to large Irish and global businesses with Irish hubs.

Alternatives | the home of marketing, digital & customer-centric talent