Accessability Links

Business analyst

  • Location: London
  • Salary: Up to £35000 per annum + Plus benefits
  • Job type: Permanent
  • Sector: Digital & e-commerce

Customer experience business analyst

The role

As an experienced business analyst within a customer experience setting, you will be a key player in terms of assessing and improving client experience by providing both qualitative and quantitative business analysis for the experience of client customers. You will be responsible for providing a quantitative driven support service for measuring the overall customer experience.

The aim of this project is to gain a solid understanding of consumer behaviour and what it is that influences them. The data and analytics team will use a mix of data science research and traditional analytics to aid the customer experience transformation. As a customer experience BA you will be the go to person for all data requirements, sourcing, and delivering all the right data within a given time frame in order to uncover the root cause analysis.

Requirements

  • The ability to work under pressure, adapt to different scenarios and keep to deadlines.
  • Excellent communication skills, in order to source and request data in order to identify opportunities for improvement by efficiently gathering requirements and customer journey mapping.
  • Working alongside operational and technical teams and understanding multichannel customer journeys.
  • Develop and maintain strong stakeholder relationships across the business.
  • Utilise the correct datasets to review and analyse customer journeys.
  • Support the development and design of innovative solutions in order to maximise self service and minimise customer contact.
  • Complete necessary project mandates identified via customer journey mapping.
  • Taking part in customer workshops and forums surrounding customer journey.

Qualifications and experience

  • Minimum 2 years' experience as a customer experience/service BA
  • Experience using BI and MI tools
  • Excellent project management and communication skills
  • Use output from data tools to develop an audience insight
  • The ability to multitask and adapt to different situations
  • The ability to communicate and translate effectively between stakeholders and technology teams in order to provide an easy understanding
  • Experience working with CX teams

Desired skills:

  • Experience within the automotive industry
  • Ability to lead a team
  • Project management experience
  • Experience within a digital capacity
  • Experience in design of improvement initiatives to drive call reduction and channel shift
  • Experience working with director level stakeholders

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

Start your search again

Similar jobs
Business analyst (Software, insurance)
London £50000 - £60000 per annum + Plus benefits
Apply
Back to Top