Customer Experience Analyst

£37,300 - £40,250 (London)

£34,750 - £37,350 (Durham, Lytham, Glasgow)

Hybrid

28.9% Pension

Opportunity

Yolk Recruitment is partnering with an innovative civil service organization undergoing a digital transformation, focusing on advanced digital practices.

The role holder will also influence and build relationships across the business to embed new ways of working with a core Data & CRM team, Content team and Service Design & Development teams.

Building Expertise

• Develop our understanding of the data underpinning our customer services and customer journeys, with the aim of connecting data sources to build a complete view of our customer interactions.
• Ensure continuity, management and improvement of a collection of Digital and Call Analytics reports to ensure they are established as we transform its business and meet business users' needs.
• Develop expertise on the interrogation and interpretation of customer engagement, interaction and behavioural data from multiple customer touchpoints, as shown in a variety of analytical platforms.
• Work collaboratively with members of the Data & CRM team and other areas of the business to understand campaign development and evaluation and embed standards across the team.

Data Definition

• Work with our service delivery partners to define and deliver data into key customer touchpoints to drive our goals of continuous improvement, personalisation of our service and delivering against our customer principles.
• Deliver data into customer touchpoints to enable services to be personalised according to customer need. Ensure data supports robust evaluation and experimentation.
• Share insights and evaluations across the business, to improve visibility of work, spark ideas and increase the rate at which we can innovate our services.

Working with others

• Support other members of the Data & CRM team as required, converting insight into targetable audiences for customer experience and communications.
• Develop a clear briefing process for stakeholders to request changes to analytics, to ensure resulting reports are clear, concise, and widely reusable. Work with analytics colleagues to develop and support a single front door for insight.
• Establish a process for continuous review and improvement of reporting, to drive increased understanding of our customer experience. Ensuring we maintain reporting standards, taxonomies and definitions.
• Cascade and share new ways of working with the Data & CRM team and the wider Data Community

Essential experience

• Substantial experience in designing and running analysis, reports and visualisations to create actionable insight that informs business decisions about customer experience

Essential technical knowledge

• Substantial knowledge of relational database analysis, report building and data mining
• Solid experience in digital analytics tools (e.g. Google Analytics, Adobe Analytics etc)
• Solid working knowledge of a data coding language (e.g. R, Python, SAS, SQL)
• Strong experience using data visualisation tools (e.g. Tableau, Power BI etc)
• Advanced knowledge of Excel, PowerPoint etc

Essential skills

• Ability to communicate insights and make recommendations that engage stakeholders and influence decisions.
• Experienced in campaign design, A/B testing and experimentation.

Think this one's for you

If you think this Customer Experience Analyst opportunity is for you then please apply online.

Yolk Public Sector & Not-for-Profit team works with organisations across the UK to fulfill their recruitment needs and to achieve their D&I objectives. We recruit temporary, contract and permanent hires for 1 off specialist needs or for volume campaigns. We support our applicants to navigate the public sector recruitment processes and secure their dream jobs.

Yolk Recruitment is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender identity or any other protected characteristic. We champion and celebrate diversity at Yolk allowing our team to bring their whole selves to work.