NPS and Customer Insights Analyst

Key Responsibilities:

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.

Minimum Requirements

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.

Competencies

Customer Focus

Collaborates

Communicates Effectively

Balances Stakeholders

Being Resilient

Action Oriented

Optimises Work Processes

Other skills/requirements

Takes ownership of the complete customer experience, and enhances it at every opportunity

Ability to assertively engage with internal and external customers at all levels

Target orientated, meeting timelines and deliverables

Work efficiently with both speed and accuracy when performing tasks

Customer centric with the ability to be diplomatic and empathic, while following process and guidelines

Industries:Health, Wellness & Fitness

Function: Others