Customer Intelligence Junior Analyst
CurrentAnalysing root causes of poor customer experience cross referenced with operational touch points to help support projects and analyse when new processes have been implemented. Helping support and facilitate the implementation of a Qualitative Analysis capability pack into the business to enable analysis of customer verbatim to provide a new actionable source of voice of customer insight.Supported the automation and transition of operational reporting to Group Management… Show more Analysing root causes of poor customer experience cross referenced with operational touch points to help support projects and analyse when new processes have been implemented. Helping support and facilitate the implementation of a Qualitative Analysis capability pack into the business to enable analysis of customer verbatim to provide a new actionable source of voice of customer insight.Supported the automation and transition of operational reporting to Group Management Information that has saved 1000 hours per annum to the business.Participated in the most recent verbatim study, which resulted in actionable output that the business leaders have used to address the key root causes in their areas that are driving NPS down.Using statistical modelling tools to identify if tests are statistically robust.Providing stakeholders with actionable insight and root causes around NPS.I am an active member of the Events Team. This has involved engaging with members of the Customer remit and putting plans in place on how the away days should be structured. Show less
