Location
Antrim, Co. Antrim | United Kingdom
Job description
Employer Location: ANTRIM
Email: [email protected]
Job description
We are pleased to offer an opportunity for a highly motivated, strong and self-sufficient Business Analyst to join the Customer Insights Team.
Reporting to the Customer Insights Manager, the successful candidate will work across Power NI and Energia, and will be responsible for administering customer research and analysing customer feedback.
Analysing key customer contacts, complaints, and feedback will be key in this role, which aligns with the overall business strategy that focuses on improvement, development and innovation.
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Responsibilities
- Production of monthly management and board reports.
- Provide support to the Customer Solutions and Customer Relations teams in evaluating customer experience metrics to enable continuous quality improvement.
- Produce and analyse complaints reports to adhere with regulatory obligations, in a timely manner.
- Management of the online customer feedback platform and customer surveys, ensuring administration is kept up to date and the results fed back to the business accurately.
- Identify key areas of positive and negative customer feedback and communicate outputs to key stakeholders through monthly reporting.
- Engage with external stakeholders to ensure that system functionalities are being optimised to facilitate in-depth analysis on customer experience.
- Engage with key internal stakeholders on data outputs and lead customer experience improvement projects.
- Other ad hoc duties as required.
Skills and Qualifications
Essential Skills
- 5 GCSE's to include English and Maths at Grade C or above, or equivalent.
- Highly computer literate with strong skills in MS Excel, PowerPoint and Word.
- Minimum of 1 years' experience managing large data sets and analysing large volumes of data to identify trends or anomalies and produce high standard reports to a robust level of detail.
- Experience in gathering requirements and supporting requests through to completion.
- Minimum of 2 years' experience working in / with the utilities industry.
Desirable Skills
- Experience using Qlikview or similar platform.
- Experience using customer experience platforms to send surveys and collate results.
- Experience managing delivery to multiple and / or competing deadlines.
- Full UK driving licence with access to vehicle.
Job tags
Salary
