Location
Durham, North East England, DH1 1SL
Lytham St Anne's, North West England, FY8 4TS
Glasgow, Scotland, G2 8JX
Southwark, London (region), SE1 9HA
About the job
Job summary
As a Customer Experience Analyst, you will be at the heart of understanding our services and connecting with our customers.
The role involves building expertise in customer experience data and developing new analysis, targeting, and experimentation methods to inform our service improvements.
You will establish new ways of working with NS&I’s service delivery providers across key customer touchpoints to ensure data defines the personalization of our customer experience, aligning with our customer principles to make services easier and more tailored to customer needs.
The role holder will also influence and build relationships across NS&I to embed new ways of working with a core Data & CRM team, Content team, and Service Design & Development teams.
Job responsibilities
* Develop understanding of data underpinning customer services and journeys, connecting data sources for a complete view of customer interactions.
* Manage and improve Digital and Call Analytics reports to meet business needs during NS&I’s transformation.
* Interpret customer engagement and behavioral data from multiple touchpoints using analytical platforms.
* Collaborate with the Data & CRM team and other departments on campaign development, evaluation, and standardization.
* Define and deliver data into customer touchpoints to support personalization, evaluation, and experimentation.
* Share insights to improve visibility, spark ideas, and foster service innovation.
* Support team members in converting insights into targeted audiences and communications.
* Establish briefing processes for analytics requests and continuous review of reporting standards.
* Share best practices within the Data & CRM team and wider NS&I Data Community.
Person specification
Essential experience
* Extensive experience in designing and running analyses, reports, and visualizations for actionable insights into customer experience.
Essential technical knowledge
* Relational database analysis, report building, and data mining.
* Experience with digital analytics tools (e.g., Google Analytics, Adobe Analytics).
* Knowledge of data coding languages (e.g., R, Python, SAS, SQL).
* Proficiency with data visualization tools (e.g., Tableau, Power BI).
* Advanced skills in Excel, PowerPoint, etc.
Essential skills
* Ability to communicate insights effectively and influence stakeholders.
* Experience in campaign design, A/B testing, and experimentation.
Behaviors
We will assess the following behaviors during the selection process:
* Changing and Improving
* Communicating and Influencing
* Managing a Quality Service
* Working Together
Evidence for these behaviors should be provided in your application form.
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