NPS and Customer Insights Analyst

Required skills and experience

• Proven track record of delivering high quality customer service
  
• Proven track record on data analysis, specifically cleaning/preparation, exploration, visualization and reporting
  
• Proven track record of Business and Marketing analysis
  
• Proficient in Microsoft Office, specifically Excel and PowerPoint
  
• Excellent knowledge any of the following languages and visualization tools or similar: R, Python, Power BI, Tableau, Qlik
  
• Excellent knowledge of business processes, products, benefits, and compliance
  
• Degree or Diploma in a related field.
  

• Review, record and trend feedback from surveys and other insights.
  
• Monitor metrics, dashboards and reports to identify key drivers and opportunities to improve customer experience and track the impact of initiatives.
  
• Deliver reporting and insights to management and key stakeholders, translating feedback to tangible actions.
  
• Provide recommendations that drive action through the effective use of data, customer insight analysis and presentation skills.
  
• Suggest improvement opportunities gained through all aspects of the role, following up until they are implemented and measuring impact on customer experience, identifying further refinements needed.
  
• Conduct deep-dive investigations and root cause analysis, leading to corrective actions and process improvements.
  
• Regularly engage with business partners to ensure the voice of the customer is heard and interdepartmental actions are taken to drive enhancement of the customer experience.
  
• Conduct member outreaches, as required, following NPS surveys.