Job Description

• Creating actionable insight to support the customer experience strategy by bringing together data from a number of sources including complaints, customer satisfaction surveys, ICS surveys as well as key operational data.
• Translating and presenting the data in a compelling way to positively influence the customer experience provided
• Researching, evaluating and recommending solutions to improve the quality of data and customer insight gathered

Key Responsibilities

• Seek out internal and external data to help better understand customer needs and wants and identify opportunities to improve
• Conduct full root cause analysis of complaints.
• Support ICS benchmarking activity and carry out more granular analysis into results
• Oversee the collection and carry out the analysis of transactional customer feedback activity through pulse surveys etc.
• Work closely with the CI team to recommend and analyse ad-hoc quant and qual activities to provide deeper insights including focus groups, customer interviews etc.
• Draw insights from across different sources (complaints root cause, MI, business KPI's, VOC) and produce & present a monthly report to the Service Improvement Group to support development of continuous improvement plans.
• Support the CI team through provision of analytics support to pull out key themes and trends in customer involvement and engagement activities.
• Identify and recommend customer focused measures to support customer experience delivery.

• This job description accurately reflects the requirements of the job at the time of writing but may be subject to change from time to time to meet the changing needs of the Association and should be viewed as guidelines only.

Required Knowledge, Skills, and Abilities

• Ability to use data to tell a story in a compelling way.
• Proven analytical skills and sound judgment
• Advanced MS Excel & Powerpoint Skills
• Able to identify key levers for customer experience from multiple data sets and customer segments
• Takes ownership and delivers excellent customer service
• Ability to work to tight timescales and under pressure, with meticulous attention to detail.
• Professional, friendly, honest and open approach with the ability to work effectively and in partnership with others both internally and externally.
• Working knowledge of other analytics tools
• Analyst experience gained in either a similar role or BA role
• Experience gained in a customer service environment.
• Experience of working with quantative and qualitative data
• Understanding of the role of a Housing Association