Customer Experience Analyst

at  Davies

DESCRIPTION

As a Customer Experience Analyst, you will be responsible for understanding the customer journey and complaints performance within our UK&I Claims division. You will collate and interpret data to produce analysis and reporting to senior management and our clients, whilst also collaborating with our claims operation to drive improved customer journeys, higher satisfaction rates and better customer outcomes.

KNOWLEDGE AND ABILITIES:

• Experience in a reporting/analytical or similar role, preferably within a customer support environment.
• Experience in both customer service and complaint handling roles will be hugely beneficial
• Understanding of FCA complaint handling rules highly desirable.
• Understanding of NPS and other customer satisfaction metrics, including calculation methods and Interpretation.
• Proficiency in data analysis and a strong user of Excel, although training and support will be available.
• Excellent analytical skills, with the ability to translate data into actionable insights.
• Strong presentation skills, with experience of developing client-facing presentations in PowerPoint desirable.
• Strong communication skills, with the ability to explain data in a clear and concise manner.
• Passion for delivering exceptional customer experience and driving customer satisfaction.

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities