Customer Insight Analyst

Key Highlights

• Reviewing our key CX metrics each month across CSAT, Complaints and other available sources to identify trends/key drivers of the metrics and areas where further analysis is needed Set up ways to repeat this with low effort (e.g. dashboards, training ML models etc)
• Set up ways to repeat this with low effort (e.g. dashboards, training ML models etc)
• Deep diving into identified areas of interest to find root causes within specific or many customer journeys, across product, processes and customer support delivery – this might involve review of customer cases, or shadowing of customer support agents.
• Share findings in relevant forums to enable business leaders to understand their areas performance and opportunity areas.
• Keep an overview of root cause issues identified, and track whether required improvements/opportunities have been added to owners action plans (e.g. domain continuous improvement lists, product squads roadmaps or quick fix lists)