We’re looking for a highly motivated Customer Experience Analyst to join our Customer Success (CS) team, as we transform from a customer support function to a true value add customer success function.

You will directly influence key business decisions related to the delivery and continuous improvement of CX across the organisation.

Responsibilities

On a day to day basis, you will use a variety of tools and techniques to uncover customer and business insight and deliver data-backed stories. These data-backed stories will provide clarity and directly inform CX strategy, increasing the speed at which we can identify opportunities to continuously improve how we support our customers, develop new service offerings, and influence the product roadmap.

You will develop and deliver dashboards using tools such as Tableau and enhance the CS team’s data visualisation and reporting capabilities. You will regularly report on KPIs related to CX, leveraging system data from Qualtrics, as well as Intuit’s proprietary data repositories.

This role will work closely across all pillars within the CS organisation: Customer Support Operations, Growth & Retention, Change Management, Digital Support, L&D and Quality. You will also collaborate cross functionally with Marketing, Product and Sales.
• Partner with the UK CX team to gain an understanding of the business and where data driven insights can improve Customer Experience and business outcomes
• Develop dashboards and reporting tools to provide insights into both customer behaviour, and operational processes. This will include both quantitative and qualitative data
• Visualise and present insight from the data to inform continuous improvement and decision making
• Provide regular reporting of performance against key CX metrics, and share insights into opportunities for improvement
• Build cross functional relationships both regionally (with product, marketing) and globally (with the global data & analytics teams) to ideate, share best practices and drive efficiencies