Cx and Insight Lead - Manchester, United Kingdom - Customer Management Resourcing (CMR)

Customer Management Resourcing (CMR)

Verified Company

Manchester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

CX and Insight Lead

Salary:

£50,000 per annum plus Commission Scheme

Hybrid Working

Must be based in Manchester/Birmingham

We're currently looking for an experience Customer Experience/Insight Analyst, Data Analyst, or Speech Analyst to join one of the UK's fastest growing and awarding winning Contact Centre SaaS technology firms.

This is fantastic opportunity to take a step up in your career and progress within one of the most modern and rewarding companies within Customer Service.

Responsibilities:
-

Analyse customer interaction data using speech analytics, identifying patterns and trends that drive improved customer outcomes such as, increased: customer satisfaction, sales, loyalty, and retention etc.
Transform raw data into visually appealing and easytounderstand dashboards and reports using Power BI, ensuring stakeholders have access to relevant insights when they need them.
Develop and maintain a comprehensive understanding of the customer journey, identifying pain points and opportunities for improvement across all customer touchpoints.
Collaborate with crossfunctional teams and client SMEs to implement datadriven strategies for enhancing the customer experience and driving positive business outcomes.
Present findings and recommendations to internal stakeholders and senior management, effectively communicating complex data insights in a clear and compelling manner.

Requirements:
-

Minimum 3 years of experience in a customer experience, data analysis, or insight role, preferably working in a contact centre.
Proficiency in a speech analytics platform (e.g., Verint, NICE, CallMiner).
Expertise in data visualization tools, particularly Power BI.
Strong ability to tell a story through data, connecting insights to actionable recommendations.
Excellent communication and presentation skills, with the ability to translate complex data findings into clear, compelling narratives for diverse audiences.