Job description
The Customer Team at Hays Travel’s Head Office in Sunderland is key to delivering outstanding service and support to our customers and colleagues. This team plays a vital role in ensuring that every customer interaction is positive and aligned with our SMILE values.
The Customer Insights Analyst role will report directly to the General Manager of Customer & Agent Operations and work closely with the Head of Franchise & Customer Services. The role is designed to strengthen our data-driven decision-making and enhance the customer experience through actionable insights and continuous improvement.
Role Summary
We are looking for a detail-oriented and analytical individual to join our Customer Team as a Customer Insights Analyst. This role will support in gathering, analysing, and interpreting customer and operational data that will be used to identify trends, opportunities, and areas for improvement. The successful candidate will work with the wider customer team to support delivery of our customer strategy.
Main Responsibilities
1. Analyse customer complaint data, service performance data from Trustpilot and Text Survey.
2. Develop and maintain dashboards and reports that will be used to support decision making
3. Prepare PowerPoint presentations that will be used by management to communicate the data in a meaningful way to our Board, Sales Divisions and Commercial teams
4. Provide ad hoc reporting as and when required
Skills & Experience
5. Experience in data analysis, customer insights, or operations support role.
6. Strong analytical and problem-solving skills with a keen eye for detail.
7. At least intermediate proficiency in Microsoft Excel (, pivot tables, VLOOKUP/XLOOKUP, charts, formulas).
8. Able to present data clearly using charts, graphs and tables on Powerpoint
9. Excellent communication skills, with the ability to present data clearly.
10. Ability to work collaboratively across departments and manage multiple priorities.
11. Experience in the travel, retail, or customer service sector is advantageous
General
12. To undertake any other duties that may fall into the job criteria
13. To conform with all company policies and procedures including Health and Safety NB – this job description is not intended as an exhaustive list of all duties and responsibilities of the post