Customer Experience Analyst - Amazing Careers

Customer Experience Analyst

Team Customer Experience

Location Holborn Office

County Central London

Ref # 15562

Closing Date 08-Feb-2022

Are you passionate about data and analytical technology? Do you enjoy looking for new ways to improve processes? Would you like to contribute to enhancing our customer’s experience? If yes, then we may have the role for you!As a Customer Experience Analyst, you will be responsible for collecting, collating results and performing analysis on the voice of our customers. As part of your role, you will develop and produce packs that show what our customers think, how they act and what they expect from the Bank. You will also work with colleagues across the Bank to suggest areas of improvement for our customers and to make sure we enhance the customer experience.Most of our jobs offer the opportunity for hybrid / remote working. Ask your recruiter for more details.So what would you be doing?...• Representing Metro Bank customers through data analysis to share to wider audiences across the business• Managing the delivery of the Metro Bank NPS programme and CMA reporting • Building and developing our NPS surveys working collaboratively with internal stakeholders and agency partners• Carrying out deep dives on customer feedback to identify areas of focus to improve the customer experience• Managing monthly reporting on key metrics to senior audiences, organising and presenting findings and improvements to Senior Leaders via reports, presentations and attendance of meetings.• Developing understanding of the Bank, its goals, and the best ways of sharing customer insight• Working closely with the Data team to build our data environment and automate reporting• Identifying trends, learnings, root causes and working with colleagues to identify actions• Using data to identify actions to help drive business improvement and enhance customer experience• Organising and presenting our findings and improvements to senior leaders via reports, presentations and attendance of meetings• Supporting Bank’s projects and initiatives You need to be this kind of person…• Passionate about providing unparalleled levels of service and convenience for customers• Able to work and learn quickly in a fast paced, fun and dynamic environment• Prepared to stick at something – we get nervous if someone has jumped from job to job as we want people who are prepared to learn and grow• Care about doing a great job and exceeding expectations with the quality of what you doAnd... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the courage to call out any concerns.We always support colleagues to develop their skills. But to be successful in this job you really do need to already be able to do most of these wonderful things...• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders• In order to hit the ground running, you will have quantitative customer research experience, particularly around the management of NPS programmes• It is key that you have strong Microsoft Excel skills, including pivot tables and formulas • We need you to have good understanding of surveying mechanisms • Naturally, you will have experience in creating reports in Business Objects or Excel • You need to have good organisation skills, methodical approach to tasks and excellent attention to detail • In order to exceed in this role, you will have experience of analysing data and producing reports and packs • In order to be amazing in this role, you have to be confident in delivering presentations to senior audience• We need you to be proactive in role, self-driven and demonstrate restless curiosity • It is important that you are highly numerate and comfortable with statistical analysis

Important Footnote Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!#LI-Loveyourjobatlast #LI-Hybrid#LI-REMOTE