CX PRACTITIONER
This is a remote position with the requirement to travel to London once a month.
This is a key role in Markerstudy’s Customer Experience team whose main objective is supporting the business to improve the end-to-end experience our customers have. Reporting to the Customer Insight and Improvement Manager, you will support our evolving customer experience strategy.
This is a wide reaching and varied role offering the opportunity to work across the business with a range of stakeholders at different levels to identify and initiate change to improve customer outcomes. The Customer Experience Team act as the Voice of Customer to identify pain points in the customer journey, driving solutions to deliver a seamless journey for customers and return on investment for the business.
Responsibilities
Research, Measurement, Data, Analysis, Insight, and Reporting
Provide SME knowledge to the business on Customer Experience measures, including NPS and CES.
Collaborate with other CX Team colleagues to maintain survey question sets and design new surveys.
Produce research briefs and discussion documents as part of managing Research Agencies to conduct research on behalf of the business.
Collaborate with other CX Team colleagues to continually improve the volume and quality of insight.
Produce meaningful trend data analysis and insight that enables the business to identify and investigate key themes.
Identify customer insig...