Overview
Customer Insights & Systems Analyst — Newly created role within a global business. £35,000 - £40,000. Leeds / Hybrid - 3 days on site. Ability to implement all new dashboards & reporting metrics across customer service, CRM system (Hubspot) and order management.
Responsibilities
* Capture and record customer data to understand Customer Service performance and outputs across data stream including CRM (Hubspot) & ERP systems
* Create and implement customer service dashboards focused on customer service activity, order management (OTIF) and customer satisfaction
* Create and present reports based on customer activity and customer satisfaction to European Customer Service Managers & Head of European Customer Service
* Create data-driven recommendations to improve customer satisfaction, efficiency and support commercial performance
* Analyse, interpret and understand data around Customer Contact Volumes, Channel Usage, Reason for Contact ETC
* Monitor and maintain the integrity, structure, and usability of customer data platforms (e.g., CRM and ERP).
* Implement and integrate NPS & CSAT performance across the function
Profile
* Experience in a similar Analyst role across either Customer Service, Contact Centre, Supply Chain / Order Management
* Experience working with CRM systems - Hubspot Desirable
* Ability to interpret, understand and present on multiple data streams
* Customer focused approach
* Strong Excel skills
Job Offer
* This is an exciting, newly created role for a global market leading business based in Leeds.
* Salary of between £35,000 - £40,000 depending on experience
* Very generous company benefits - disclosed on application
* Free Parking
* Hybrid working - 3 days on site
* Ability to grow and develop within the business
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