Customer Experience Insight Quality Analyst
Customer Experience Insight Quality Analyst
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Job Description
This hybrid role offers a great balance of home and office working. Youll join your colleagues in your local office at least 2 days a week.
As the UKs largest fibreonly network and its only proven wholesale challenger were busy setting new standards for what digital infrastructure can and should be.
Designed from scratch for the internet our network is greener more reliable and ready for the future. The products we provide over it not only lead the market on speed value and service they help businesses to innovate provide entire communities with a better foundation for their digital lives and support economic growth locally and nationally.
What does that mean for you The opportunity to make internet connections (and daily life) a whole lot better for a lot of people!
Joining us as a Customer Experience Insight & Quality Analyst
In this dynamic role youll delve into CX and Quality metrics to uncover valuable insights and drive impactful improvements across all our customer journeys. Youll have responsibility for delivering these metrics whilst working closely with stakeholders across the business to foster collaboration and innovation.
By analysing and interpreting CX data youll identify trends and opportunities for enhancing customer satisfaction. Your findings will be presented to stakeholders at all levels creating selfserve systems that empower teams with actionable insights bring fresh ideas to the table and revitalise our data presentation to showcase the true essence of our customer experience.
Youll receive a salary of up to 40000pa a performance related bonus and a range of benefits to support you across your financial physical and mental wellbeing.
This is some of what you can expect to be doing:
- Dive into CX and quality metrics to uncover valuable insights
- Share your findings in a way that drives meaningful improvements in customer experience
- Join monthly Customer Experience Summits to explore new opportunities for enhancing customer satisfaction
- Partner closely with your team and other areas of the business to design and assess metrics against quality outputs ensuring we deliver great outcomes
- Play a key role in interpreting feedback from customer surveys on installations
- Bring fresh ideas and challenges to breathe new life into our data and improve customer experience metrics
What youll bring to the role
You will excel in data analysis and management while effectively collaborating and building relationships through strong communication and meticulous attention to detail to deliver insights into the business.
Youll also have:
- Ability to extract meaningful insights from complex data sets
- Proficiency in Tableau to create compelling and impactful visual narratives with a strong desire to learn and develop skills in Python
- Solid experience in data querying and data warehousing / lake principles
- Advanced proficiency in Excel and SQL to enable efficient data analysis and reporting
- Clear and effective written and verbal information sharing and be comfortable presenting this within the organisation
- Ability to work autonomously whilst ensuring highquality outputs
Diversity Inclusion & Belonging
Were a Times Top 50 Employer for Gender Equality. Were endorsed by WORK180 and were a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and were a Disability Confident Employer. Working together with our Employee Networks were wholly committed to ensuring that our peoples voices are heard and that everyone feels a sense of belonging and pride to be a part of CityFibre. If youd like to explore our culture and values check out The CityFibre Way.
What you can expect from us
We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave a day off on your birthday a day off to support a charity or organisation of choice a range of wellbeing and savings initiatives including private medical insurance and supportive family friendly and menopause policies.
Additional Information :
We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed starting with our recruitment process. No matter your background family or carer status ethnicity sexual orientation religion age disability gender or gender identity we welcome your application. If you need any support or reasonable adjustments throughout the application process please email us at We want to help!
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
