Customer Experience Analyst - NS&I - HEO

Location

Durham, North East England, DH1 1SL : Lytham St Anne's, North West England, FY8 4TS : Glasgow, Scotland, G2 8JX : Southwark, London (region), SE1 9HA

About the job

Job summary

As a Customer Experience Analyst, you’ll be at the heart of how we understand our services, as well as how we connect with our customers.

The role will help us build our expertise in customer experience data and develop new ways to drive analysis, targeting and experimentation that will inform our service.

You will establish new ways of working with NS&I’s service delivery providers across our key customer touchpoints to ensure that data defines the personalisation of our customer experience and we align to our customer principles to make it easy for our customers and evolve our service to their needs.

The role holder will also influence and build relationships across NS&I to embed new ways of working with a core Data & CRM team, Content team and Service Design & Development teams.

Job description

Building Expertise

• Develop our understanding of the data underpinning our customer services and customer journeys, with the aim of connecting data sources to build a complete view of our customer interactions.
• Ensure continuity, management and improvement of a collection of Digital and Call Analytics reports to ensure they are established as NS&I transforms its business and meet business users’ needs.
• Develop expertise on the interrogation and interpretation of customer engagement, interaction and behavioural data from multiple customer touchpoints, as shown in a variety of analytical platforms.   
• Work collaboratively with members of the Data & CRM team and other areas of the business to understand campaign development and evaluation and embed standards across the team.

Data Definition

• Work with our service delivery partners to define and deliver data into key customer touchpoints to drive our goals of continuous improvement, personalisation of our service and delivering against our customer principles. 
• Deliver data into customer touchpoints to enable services to be personalised according to customer need. Ensure data supports robust evaluation and experimentation.
• Share insights and evaluations across the business, to improve visibility of work, spark ideas and increase the rate at which we can innovate our services. 

Working with others

• Support other members of the Data & CRM team as required, converting insight into targetable audiences for customer experience and communications.
• Develop a clear briefing process for stakeholders to request changes to analytics, to ensure resulting reports are clear, concise, and widely reusable. Work with analytics colleagues to develop and support a single front door for insight.
• Establish a process for continuous review and improvement of reporting, to drive increased understanding of our customer experience. Ensuring we maintain reporting standards, taxonomies and definitions.
• Cascade and share new ways of working with the Data & CRM team and the wider NS&I Data Community

Person specification

Essential experience

• Substantial experience in designing and running analysis, reports and visualisations to create actionable insight that informs business decisions about customer experience

Essential technical knowledge

• Substantial knowledge of relational database analysis, report building and data mining
• Solid experience in digital analytics tools (e.g. Google Analytics, Adobe Analytics etc)
• Solid working knowledge of a data coding language (e.g. R,  Python, SAS, SQL)
• Strong experience using data visualisation tools (e.g. Tableau, Power BI etc)
• Advanced knowledge of Excel, PowerPoint etc

Essential skills

• Ability to communicate insights and make recommendations that engage stakeholders and influence decisions.
• Experienced in campaign design, A/B testing and experimentation.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Communicating and Influencing
• Managing a Quality Service
• Working Together

We only ask for evidence of these behaviours on your application form:

• Changing and Improving
• Communicating and Influencing