Customer Insights & Systems Analyst
Newly created role within a global business
£35,000 - £40,000
Leeds / Hybrid - 3 days on site
Ability to implement all new dashboards & reporting metrics across customer service, CRM system (hubspot) and order managementClient Details
Our client are a leading manufacturing business with a global footprint. With offices across Europe, the role will be based at their European Head office in the Leeds area. This is a newly created role reporting directly to the Head of European Customer Service, and will look to create all new reporting metrics across the European CS Functions
Description
Capture and record customer data to understand Customer Service performance and outputs across data stream including CRM (Hubspot) & ERP systems
Create and implement customer service dashboards focused on customer service activity, order management (OTIF) and customer satisfaction
Create and present reports based on customer activity and customer satisfaction to European Customer Service Managers & Head of European Customer Service
Create data-driven recommendations to improve customer satisfaction, efficiency and support commercial performance
Analyse, interpret and understand data around Customer Contact Volumes, Channel Usage, Reason for Contact ETC
Monitor and maintain the integrity, structure, and usability of customer data platforms (e.g., CRM and ERP).
Implement and integrate NPS & CSAT performance across the functionProfile
Experience in a similar Analyst role across either Customer Service, Contact Centre, Supply Chain / Order Management
Experience working with CRM systems - Hubspot Desirable
Ability to interpret, understand and present on multiple data streams
Customer focused approach
Strong Excel skillsJob Offer
This is an exciting, newly created role for a global market leading business based in Leeds.
Salary of between £35,000 - £40,000 depending on experience
Very generous company benefits - disclosed on application
Free Parking
Hybrid working - 3 days on site
Ability to grow and develop within the business