Customer Analytics Analyst - Speech at Yell Ltd

Newcastle upon Tyne, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

29 Jan, 26

Salary

0.0

Posted On

31 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Databases, Speech Technology, Text Technology, Sentiment Technology, Data Manipulation, Data Analysis, Written Reports, Business Improvement Strategies, Speech Analytics, Text Analytics, Microsoft Excel, Microsoft PowerPoint, Microsoft SSRS, SQL, Analytical Methodology

Industry

Advertising Services

Description

Company Description We've been championing local businesses for over 60 years. Where once our Yellow Pages helped those businesses get found and chosen, we now do this and much, much more with our proven digital marketing solutions, making us the UK's number one managed digital advertising partner for local businesses. Job Description As the Customer Analytics Analyst you are responsible for data compilation, process mapping, and analysis with the aim of identifying tactical and strategic improvements to customer experience, process improvement and efficiency gains in line with business strategy, vision and culture. You will be responsible for the development and presentation of in-depth case studies on strategic business topics. The focus of these studies will span all channels (Voice, eMail, Chat etc) as they relate to the contact centre. Studies should include analysis and recommendations of employee improvements, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of all organisational internal and external stakeholders. Precision, curiosity, attention to detail and accuracy are key competencies of the Analyst, you will bring data to life in an engaging way to enable others to understand where they need to prioritise and focus their efforts to drive service improvement This is a remote role that can be based any where in the UK. Qualifications Experience working with customer databases, speech/text/sentiment technology to drive insight Practitioner in data manipulation and analysis Competent in preparing written reports, analysis, and briefings Evidence of driving business improvement strategies in a contact centre environment and/or customer feedback team Familiar with Speech and Text Analytics systems ( Verint preferred ) Microsoft Excel (Advanced) and PowerPoint Microsoft SSRS Report Builder SQL/Other BI System Experience of analytical methodology Closing date for this role will be Friday 14th November with a 2 stage remote interview process. Additional Information Why join us? Competitive Salary At least 31 days holiday (inc. public holidays), building to 34 over 5 years Savings at over 900 outlets inc. supermarkets, fashion, electronics, and travel Access to mind, money and movement wellbeing resources and gym discounts Savings on eyecare and free eye tests Company-wide and local recognition schemes 24/7 Employee Assistance Programme support Pension scheme for colleagues aged 22 to State Pension Age Life insurance for all

Responsibilities

The Customer Analytics Analyst is responsible for data compilation, process mapping, and analysis to identify improvements in customer experience and efficiency. This role involves developing and presenting in-depth case studies on strategic business topics related to the contact centre.