Qbt-83 Customer Experience Design Analyst (Cx Analyst)
Responder al anuncioBy connecting people, places, and things, Vodafone Business helps organisations succeed in a digital world. With our expertise in connectivity, our leading IoT platform, and our global scale, we can deliver the results businesses need to progress and thrive. As Vodafone is changing to a Digital and Connectivity Services provider, where Digital First is a critical component, Vodafone Business needs to lead the way in this transformation to achieve its double-digit revenue growth ambition. For us to be successful, Vodafone Business must enhance its focus on customer experience and increase the speed and scope of digitalisation across all segments. Our team, Strategy and Transformation, has a critical role in this journey:we aim to deliver a simpler, faster, and better customer experience, and we look at it without boundaries. Role Purpose:The Customer Experience Design Analyst has a key role in supporting the Customer Experience team in designing compelling experiences for our business customers. The successful person will be responsible for the delivery of actionable insight through data and feedback analytics across our customer footprint and from a range of channels. This insight will be used to prioritise & then drive continuous improvement and design activity. Key Accountabilities and Decision Ownership:Support and undertake primary analysis and synthesise data from different sources to maximise our understanding of customer behaviour and preferences across channels, journeys, and products which will be a direct input into the design process. Communicate the findings of customer insight work internally to a diverse range of stakeholders including product, marketing, and customer service teams. Design and execute customer surveys when appropriate to obtain direct customer feedback. Support the development of new approaches and methodologies for customer experience measurement e. G. text mining and analytics, sentiment analysis. Assess our direct and indirect competitors at regular intervals, developing a full understanding of their offerings. What You Bring:Strong understanding of customer experience measurement techniques (including NPS). Experience of using digital analytics and customer feedback tools. Experience of designing ad-hoc customer surveys (ideally in Medallia) preferred. Experience in using Python for statistical analysis and machine learning preferred. Strong problem-solving skills with the ability to scope, structure, and solve problems with high levels of ambiguity. Strong interpersonal skills and relationship management. Should be familiar with agile methodology. Should be driven and resilient as will be dealing with a large degree of complexity and ambiguity. Fluent in English. #J-18808-Ljbffr
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