Customer Experience Insight & Quality Analyst

Job Description

This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least 2 days a week.

As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re busy setting new standards for what digital infrastructure can and should be.

Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.

What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people!

Joining us as a Customer Experience Insight & Quality Analyst

In this dynamic role, you'll delve into CX and Quality metrics to uncover valuable insights and drive impactful improvements across all our customer journeys. You'll have responsibility for delivering these metrics whilst working closely with stakeholders across the business to foster collaboration and innovation. 

By analysing and interpreting CX data, you’ll identify trends and opportunities for enhancing customer satisfaction.  Your findings will be presented to stakeholders at all levels, creating self-serve systems that empower teams with actionable insights, bring fresh ideas to the table and revitalise our data presentation to showcase the true essence of our customer experience.

You’ll receive a salary of up to £40,000pa, a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.

This is some of what you can expect to be doing:

• Dive into CX and quality metrics to uncover valuable insights
• Share your findings in a way that drives meaningful improvements in customer experience
• Join monthly Customer Experience Summits to explore new opportunities for enhancing customer satisfaction
• Partner closely with your team and other areas of the business to design and assess metrics against quality outputs, ensuring we deliver great outcomes
• Play a key role in interpreting feedback from customer surveys on installations
• Bring fresh ideas and challenges to breathe new life into our data and improve customer experience metrics

What you’ll bring to the role

You will excel in data analysis and management, while effectively collaborating and building relationships through strong communication and meticulous attention to detail to deliver insights into the business.

You’ll also have:

• Ability to extract meaningful insights from complex data sets
• Proficiency in Tableau to create compelling and impactful visual narratives, with a strong desire to learn and develop skills in Python
• Solid experience in data querying and data warehousing / lake principles
• Advanced proficiency in Excel and SQL to enable efficient data analysis and reporting
• Clear and effective written and verbal information sharing and be comfortable presenting this within the organisation
• Ability to work autonomously whilst ensuring high-quality outputs

Diversity, Inclusion & Belonging

We’re a Times Top 50 Employer for Gender Equality. We’re endorsed by WORK180 and we’re a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and we’re a Disability Confident Employer. Working together with our Employee Networks, we’re wholly committed to ensuring that our people’s voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you’d like to explore our culture and values, check out The CityFibre Way.

What you can expect from us

We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies.

Additional Information

We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at [email protected]. We want to help!