Customer Experience Analyst - UK, Flexible

Business Unit: Marketing

Location: Home Based

Contract Type: Permanent/Full Time

Customer Experience Analyst - UK, Flexible

The Team:

The vision for GBG Customer Experience is to be “Customer Obsessed” and to be known and differentiated in the industry for customer obsession.  The customer experience team at GBG are the hub of all customer feedback and activity that occurs on the back of this.  As a team we proactively seek feedback from customers across the customer lifecycle in all geographies, read and digest customer feedback, report the metrics across the business but most importantly ensure that feedback elicits positive change for customers in GBG.  

The role:

We are looking for a Customer Experience Analyst to work in the team to drive the feedback reporting engine, raise the profile of customer feedback across GBG and to work closely with key stakeholders to move the dial up on Customer Obsession.

The role will work with all business unit areas across the globe and central business functions to work collaboratively on capturing feedback, reporting feedback metrics and ensuring ongoing ownership is tracked where CX fixes are required.

What you will do:

You will:

  • Complete monthly slide reports for the Executive team outing the key captured metrics on CX (Net Promoter Score and other metrics) and working with the CX team, provide feedback commentary to prompt action.
  • Use be/connected to share recent Customer feedback metrics and insights including a monthly round up and working with the team to agree the Customer Stars winners for the month
  • Process nominations for GBG team members who have been highlighted in customer feedback
  • Use our CX software to trigger surveys to customers as required from time to time
  • Interrogate the CX software to report on bounce rates and improve data quality by working with our Customer Success Teams and Business Operations Teams
  • Working with the Customer Success Team leads to ensure they can access the relevant CX reporting for their areas
  • Holding the day to day relationships with each of the Business Unit Customer Success team leads and providing actionable insight on customers
  • Provide monthly reporting for the ID Europe meeting
  • Working with the Business Systems team to ensure CX processes are documented and identifying any improvements to processes if required.

Skill required:

  • Self-starter
  • Good communication skills
  • Good basic level of numeracy
  • Willingness to work with new software: CX Software, Basic Power BI
  • Comfortable interacting with other people in the business.

Behaviours:

  • Initiative: recognising problems and proactively working for solutions
  • Customer Focus: Be able to think theorugh the eyes of a customer and model solutions around that
  • Collaboration: working well with CX Team and key contacts on a shared outcome
  • Analysing: looking for patterns and trends in the data and being able to demonstrate these

Additionally:

  • Flexibility with reference to working hours and travel requirements (globally)

What’s in it for you?

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference and everyone has something to contribute.

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact kevin.ackerman@gbgplc.com. We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

Apply now