As part of a newly formed team a Web Insight Analyst is required by a dynamic fast-paced company in Farnham. The Customer Insight Analyst will process data, identify issues and create solutions that will improve the customer experience; uncovering insights and working with the team to turn them into actions, identifying where the business can automate repetitive tasks and being proactive with reporting to allow teams to track trends and make decisions. This role will become more Web Analytical as the company expand their CRM to become a wider external web based e-commerce system.

• Responsible for creating, tracking and producing management information & reports on department metrics and how they link to company financial performance
• Create management information to support strategic decisions in E-commerce
• Review, monitor and report quality and performance Key Performance Indicators (KPIs)
• Create actionable insight on customer and operational metrics to extract root cause for customer dissatisfaction and drive priorities for improvement
• Validate and audit team standards of quality and performance; make recommendations for change based on sound analytics and facts
• Support root cause analysis and process reviews to drive CSAT, efficiency and cost saving
• Data entry, collation, verification and analysis to support reporting used for business decisions
• Provide support with process mapping, review and improvement
• Manage integration processes for new data sources, developing single customer view databases from specification to implementation and testing

Essential Skills, Knowledge & Experience

• Good understanding of how customer service and customer operations work including pre and post sales processes/customer journey
• Experience of providing analysis and insight to key stakeholders, presenting complex datasets in a clear and concise way, which non-technical colleagues can understand
• Good working knowledge and Experience of CRM, VOIP and other common Contact centre technologies
• Demonstrable proficiency with web analytics tools, social media tracking, surveys, segmentation and statistical analysis, emerging analytical methods
• Exposure to process improvement techniques

Hours of Work: 8.30am – 5.30pm (Mon-Thurs); 8.30am – 5.00pm (Fri)

Benefits: 22 days holiday, increasing, Pension scheme, healthcare or Perkbox membership, Car Sharing Incentive and Cycle to Work Scheme, Childcare Voucher