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Customer Experience Analyst

Posted 23 Mar 2024
Work experience
1 to 3 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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Becoming a Customer Experience Analyst with the Smart Data Communications Company (DCC):

Based in the Wythenshaw Business Park at Manchester Airport, we are looking for a Customer Experience Analyst to work within our Customer Experience Department at The Data Communications Company (DCC), a subsidiary of Capita.

This a new role reporting directly into the Customer Experience Manager and offers a great opportunity for an experienced analyst. You will be part of a wider team that is the voice of the customer in live Operations within the DCC, where you will develop a deep understanding of our customer insight whilst helping to drive enhanced service metric.

What you will do:

The main purpose is to take ownership of Customer Experience analytical activity in support of a range of predominantly customer journey projects. You will support and deliver processes and functionality that support the business needs and the end to end customer experience, to the agreed time-scales and quality.

  • Responsible for providing regular MI and reporting and translating this into insightful stories and modelling of future scenarios
  • Project support; Support the creation and implementation of the new customer survey and analytics tool
  • Process improvement; Support the creation of a new framework for all DCC customer journeys, whilst owning and creating processes and guides for the Customer Experience function
  • Work with stakeholders and the team to investigate operational issues, problems and opportunities allowing for contiuous improvement of the end to end customer journey
  • Contribute to the Customer Experience practice by sharing ideas and experience
  • Champion the customer through all our customer journeys using a pro active approach in order to keep the customer at the heart of everything that we do
  • Collaborate with multiple departments, customers and others to ensure adequate data provision in order to maximize data insight
  • Knowledge share to help DCC foster a deeper understanding of our customer base and their needs
  • Collaborate with other internal teams to identify and prioritise customer experience projects
  • Ensure the correct governance surrounds all customer reporting

Your experience will include:

  • Proven experience of working within the field of analytics
  • Data insight; the further ability to understand raw data and tell a story with it by translating into meaningful insight for various stakeholders
  • Confident and effective verbal and written communication skills
  • Confidence to work collaboratively across various functions
  • Enthusiasm and an openness to opportunity and change
  • Passion to put the customer at the heart of what we do
  • Flexibility and willing to adapt thinking and behavior to suit the requirements and priorities of different situations
  • Tenacity, able to demonstrate resilience when overcoming several obstacles in order to achieve a result
  • Excellent numeracy skills
  • Delivery focused
  • Accuracy and a keen eye for detail

About the Smart Data Communications Company (DCC)

At DCC we’ve built the data and communications infrastructure that will support the mass roll out of smart electricity and gas meters to homes and small businesses across the country. The world’s most ambitious smart meter roll out will see over 53 million smart meters installed across the UK by 2020. Join us and you’ll be part of a team that is supporting the country’s transition to a low-carbon economy, and helping to ensure an affordable, secure and sustainable energy supply for the future.

Smart Data Communications Company (DCC) are part of Capita Plc, the UK’s leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers’ needs, we’ve helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

What’s in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration – with colleagues, customers and clients – is what makes us so effective at what we do.

As well as a generous basic salary, we also give you 25 day’s holiday (rising to 27), a discretionary annual bonus, company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential – whatever that means to you.

What we hope you will do next

Help us find out more about you by completing our short application process – click apply now. We understand you might have some questions before taking the step to apply – you can contact seona.treadaway@capita.co.uk for guidance.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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London
10,000 employees