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Customer Experience Insight & Quality Analyst - 12 Month FTC, Telford
Client:
CityFibre
Location:
Telford, United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
0cfcc0c3fba1
Job Views:
4
Posted:
05.05.2025
Expiry Date:
19.06.2025
Job Description:
This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least 2 days a week.
As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re 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, but also help businesses to innovate, provide communities with a better digital foundation, 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 many people!
Joining us as a Customer Experience Insight & Quality Analyst on a 12 month FTC
In this dynamic role, you'll analyze CX and Quality metrics to uncover insights and drive improvements across our customer journeys. You'll be responsible for delivering these metrics while working closely with stakeholders to foster collaboration and innovation.
By interpreting CX data, you’ll identify trends and opportunities to enhance customer satisfaction. Your findings will be presented to stakeholders at all levels, creating self-serve systems that empower teams with actionable insights, introduce fresh ideas, and enhance our data presentation to showcase the true customer experience.
You’ll receive a salary of up to £40,000pa, a performance bonus, and benefits supporting your financial, physical, and mental wellbeing.
This is some of what you can expect to do:
* Analyze CX and quality metrics for insights
* Share findings to improve customer experience
* Participate in monthly Customer Experience Summits
* Collaborate with teams to design and assess metrics
* Interpret feedback from customer surveys on installations
* Bring innovative ideas to improve data and metrics
What you’ll bring:
Strong data analysis skills, excellent communication, and attention to detail to deliver insights.
You will also have:
* Ability to extract insights from complex data
* Proficiency in Tableau and a desire to learn Python
* Experience in data querying and warehousing
* Advanced Excel and SQL skills
* Effective communication skills and confidence in presenting
* Autonomous working ability with high-quality outputs
Diversity, Inclusion & Belonging
We’re committed to diversity and inclusion, recognized as a Times Top 50 Employer for Gender Equality, endorsed by WORK180, and a partner of Diversifying. We support the Armed Forces Covenant and are a Disability Confident Employer. We encourage applications from all backgrounds and offer support and adjustments during the application process.
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