Customer Insight Executive
New Yesterday
Hours: Monday to Friday 9
5
Key Accountabilities & Responsibilities(include but are not limited to):
- Analyse customer tickets to identify recurring issues and opportunities for improvement. Suggest and coordinate solution to reduce those issues.
- Consolidating feedback from all channels, surveys, and reviews.
- Spend approximately 30% of time answering customer queries across email, phone, and chat to stay close to the customer experience.
- Provide regular business insight reports to highlight trends in satisfaction, complaints, and product/service performance.
- Support commercial and service improvements by working with marketing, retail, and digital teams to test initiatives.
- Assist with productivity and process improvements, including exploring use of AI tools.
- Run and monitor A/B tests to measure commercial and service outcomes.
- Support UX improvements by tracking customer pain points and testing changes.
Desired Knowledge Skills & Experience
- Strong analytical and problem-solving skills, with ability to spot trends in data and feedback.
- Clear communicator, able to translate customer and commercial insight into actionable recommendations.
- Organised, detail-oriented, and comfortable balancing service delivery with analysis.
- Experience with customer service platforms (e.g. Zendesk, Freshdesk, or similar) and/or survey tools.
- Interest in testing, AI, and process improvement a plus.
- Outstanding Customer service skills and a passion for providing the best customer service possible.
- Being reactive and responsive in a timely manner, ensuring the customers feel attended to in a speedy manner
- Fluency in written and spoken English (essential) along with a great telephone manner and numerical skills.
- Enthusiastic about creativity TPBN1_UKTJ
- Location:
- Gb
- Job Type:
- FullTime
- Category:
- Customer Service;Marketing
