CX Insight Analyst
£45,000 Base + 20% Bonus & Excellent Benefits.
Bedford/Hybrid
Our client is a genuine leader within their industry. With operations in 40 countries on 6 continents and a workforce of 30,000+ employees, they serve more than 16.6 million customers annually.
The Role
Due to on-going growth, we are seeking a CX Insight Analyst. The role will assist to transform customer feedback into actionable insights that enhance satisfaction and drive conversion. This position is integral, leveraging advanced analytics and AI technologies to identify trends and determine underlying causes throughout the customer journey.
Key Responsibilities:
* Manage the VOC platform (Qualtrics) to gather and analyze feedback.
* Provide actionable insights via dashboards and reports.
* Track CX metrics (NPS, CSAT, conversion) to spot trends.
* Assist in building text and sentiment analysis models.
* Work with teams to integrate insights into decisions.
Skills Required:
* Proven Qualtrics expertise.
* Advanced text and sentiment analysis skills.
* Data visualization proficiency (Power BI/Tableau), SQL/Snowflake experience.
* Clear communicator with non-technical stakeholders.