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Customer Insight Analyst
Location
United Kingdom
Posted
8 days ago
Salary
£32.9K - £44.6K / year
Seniority
Senior
Job Description
Customer Insight Analyst
Monzo Bank
• 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) • 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) • Providing recommendations which can be shared with our product and data teams on how our data and feedback sources can be improved to enhance future insights • Providing insight to our Operational Teams that help shape the coaching and training of Customer Support Team members
Job Requirements
- You have great data analytical skills - you’re comfortable manipulating data in Looker, or other data platforms and using new tech with training.
- You're a critical thinker and are able to identify the root cause of an issue along with its compounding factors.
- You are naturally curious about both data and process and look for new ways to improve both.
- You're passionate about improving customer experiences.
- You’re able to distill complex findings into simple, actionable summaries.
- You're able to confidently communicate and present those findings to a range of stakeholders.
Benefits
- £1,000 learning budget each year to use on books, training courses and conferences.
- We will set you up to work from home; all employees are given MacBooks and for fully remote workers we will provide extra support for your work-from-home setup.
- Plus lots more! Read our full list of benefits.
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