Customer Insight Executive

Recruiter
Greene King
Location
Burton-on-Trent
Posted
29 Jul 2017
Closes
15 Sep 2017
Sector
General
Contract Type
Full Time

Overview of role:

  • Reporting to the Insight Manager: Customer Satisfaction, this role will be pivotal in delivering the group’s customer satisfaction plan; developing the systems, tools and techniques needed to drive a best-in-class customer satisfaction insight programme across multiple brands.
  • The Insight Exec will be an expert analyst, able to articulate strong connections between customers, brands and market trends.
  • You will be a true insight champion with a creative & analytical mind and a keen eye for detail

Responsibilities:

  • Support the Insight Manager to deliver the customer satisfaction insight programme
  • Become a specialist in customer satisfaction & sentiment analysis
  • Maintain & develop customer satisfaction reporting, including sentiment categorisation
  • Production and presentation of weekly & periodic insight reporting
  • Perform deep dive customer satisfaction analysis for all key brand & operational activity
  • Provide key behavioural data and analysis to evolve brand propositions and improve customer experiences.

Skills Required:

  • Commercial focus: analytically minded with an understanding of statistics
  • The ability to analyse & interpret complex data and present findings in an understandable and user-friendly manner
  • The ability to work in a dynamic, team orientated environment
  • Relationships: the ability to work dealing with multiple internal stakeholders
  • High quality standards: meticulous attention to detail and will-to-win
  • Strong in Excel & Power point, the candidate will also be adept working with new technology.
  • Experience of Clarabridge Sentiment Analysis or Faststats is useful but not essential
  • Proactive: inquisitive by nature, keen problem solver and a 'can-do’ attitude
  • Customer-centric: is passionate about delivering great customer experiences
  • Strong personal skills
    • Creativity and imagination
    • Strong team player
    • Ability to plan own workload effectively
    • Sociable personality