Description
Role: Customer Experience Analyst (12 Month Secondment)
Reports to: Head of Customer Experience
Location: Swindon
Role Overview
The Customer Experience Analyst is a pivotal member of Edenred PayTech’s Customer Experience (CX) Team, tasked with driving the “Passion for Customers” strategic agenda. You will analyze customer feedback and operational data to identify trends and actionable insights, ensuring the delivery of outstanding customer service.
This role requires a proactive, analytical, and collaborative professional who thrives in a dynamic environment, managing multiple priorities and delivering innovative solutions to improve customer satisfaction, loyalty, and engagement.
You will be embedded in a fast-paced, cross-functional environment where resource efficiency and innovative problem solving are critical. The role involves working closely with senior leadership, product teams, operations, and external partners to champion customer-centric initiatives and embed best practices across the organisation.
Key Responsibilities
Voice of the Customer (VoC) Management
1. Collect, consolidate, and analyze diverse customer feedback sources including CSAT surveys, ticket ratings, customer complaints, and social listening data.
2. Develop meaningful insights and identify root causes using quantitative and qualitative methods.
3. Present findings clearly to key stakeholders, translating data into actionable improvement plans.
4. Monitor customer sentiment trends over time to inform strategic and tactical CX initiatives.
Continuous Improvement & Innovation
5. Collaborate with product owners, operations, technology, and marketing teams to implement improvements that enhance the end-to-end customer journey.
6. Facilitate customer journey mapping and identify pain points, driving process redesigns and automation where appropriate.
7. Promote a culture of continuous improvement and customer focus through workshops, training, and internal communications.
Communication & Education
8. Assist the Customer Experience Lead in developing and delivering external communication campaigns that highlight new product features, service enhancements, and best practices.
9. Support the creation and execution of customer webinars, user guides, newsletters, and other educational materials to improve product adoption and customer empowerment.
10. Act as a knowledge resource on Edenred’s product offerings to ensure consistent and accurate messaging to customers.
11. Maintain the Edenred PayTech Identity Pack, Edenred PayTech website and LinkedIn page
Project Coordination & Management
12. Support and coordinate multiple concurrent projects within the CX function and across cross-functional workstreams, ensuring alignment with broader organizational goals.
13. Drive project timelines, communicate progress, identify risks, and escalate issues as necessary to keep projects on track.
14. Champion process automation initiatives to reduce manual tasks and improve operational efficiency.
Stakeholder Engagement & Relationship Building
15. Build strong, collaborative relationships with internal and external stakeholders, including senior leaders, to advocate for customer interests and align priorities.
16. Influence and facilitate consensus-building across diverse teams, encouraging shared ownership of customer experience outcomes.
CX Reporting & Data Insights
17. Develop, maintain, and optimize real-time CX dashboards and reports using Power BI or similar tools.
18. Track and analyze key CX metrics, reporting on performance against targets and highlighting areas for intervention.
19. Support data governance and quality to ensure trustworthy data for decision-making.
Team Development & Organisation-wide Collaboration
20. Foster a customer-first mindset across teams by promoting CX principles and sharing success stories.
21. Mentor and support junior colleagues, contributing to capability building within the CX team.
22. Participate in team meetings, brainstorming sessions, and strategic discussions to continuously refine CX strategy and execution.
Candidate Profile
23. Strong analytical skills
24. Excellent communication and presentation skills, comfortable working with senior stakeholders across functions.
25. Demonstrated ability to manage multiple projects simultaneously in a resource-constrained, fast-paced environment.
26. Experience with VoC programs, customer journey mapping, and continuous improvement methodologies (e.g., Lean, Six Sigma) desired.
27. Collaborative mindset with strong influencing skills and a passion for driving customer-centric change.
28. Self-motivated, adaptable, with a proactive approach to problem-solving and innovation.
Why Edenred PayTech?
At Edenred PayTech, we put our customers at the heart of everything we do. Joining our Customer Experience Team means playing a key role in delivering seamless, innovative payment solutions globally. We value creativity, teamwork, and continuous learning, providing an environment where your contributions are recognised and can make a real impact.