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Date Added: Sat 17/10/2020

Voice Of The Customer Analyst

Stockport, UK
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Company: VITALITY

Job Type: Permanent, FullTime

Vitality, Voice of The Customer Analyst, Stockport or Bournemouth, £Competitive + Benefits + Bonus We’re the UK insurer and investment provider that rewards people for positive lifestyle choices.
With + UK members and more than 25m globally, we’re out to make the world a healthier, happier place.
That applies as much to our people as it does to our members.
So, as well as a highly competitive pay package, you’ll enjoy: complimentary breakfasts; regular onsite physical and mental wellness workshops; on-site health checks; annual flu jabs, and access to our full range of partners and rewards.
It’s what we call offering shared value, because a healthy, happy team is good for us, good for our members, and good for you.
As our Voice of The Customer Analyst, you’ll get the benefits our members enjoy, including: - Our award-winning private Vitality Health insurance + wellness incentive programme - Access to The Vitality Programme – Apple Watch, Waitrose and Partners, Garmin, Champneys Spa days, half price gym memberships, Disney Store discounts to name a few! - Personal health fund + Life Assurance - Stakeholder Pension Plan with employer contribution - 25 days annual leave + Bank holidays + option to buy and sell 5 more - Flexible benefits package - Internal incentives, competitions, and awards – a chance to win football and sports tickets or even be in with a chance to have a holiday of a lifetime - A genuine opportunity to grow and establish a long-term career Responsibilities as our Voice of The Customer Analyst will include: - Be responsible for the development, distribution, maintenance, and reporting of all surveys in the Voice of the Customer (VoC) program - Collaborate with business leaders to develop and maintain Voice of the Customer (VOC) surveys for various functions, including their design, development, and implementation - Facilitate and maintain the distribution of all (VOC) surveys, leveraging automation and maximising availability of metadata - Review all survey responses, completing detailed analysis of results, consolidating with data from other sources, and leveraging analysis to make recommendations - Perform root cause analysis on negative feedback, contacting customers directly, to ensure outstanding issues are resolved - Collaborate with market leaders/field teams to design and implement relationship surveys, and perform comparative analysis against external customer experience surveys - Develop and distribute consolidated detailed reporting, leveraging advanced tools to articulate findings - Collaborate with additional internal and external partners to analyse and trend customer feedback gathered through additional mediums - Identify, evaluate, and implement process improvement opportunities related to VOC feedback - Performs other duties as assigned Skills and Experience required to become our Voice of The Customer Analyst: - Previous VoC experience preferred - Strong analytical skills with attention to detail - Excellent interpersonal skills including strong listening, written and verbal communication - Knowledge of Customer Experience KPI’s and survey methodology - Ability to prioritise, organise, analyse and summarise data from multiple sources - Experience with Customer Experience survey software preferred Closing Date: Tuesday 3rd November 2020 Working for Vitality , you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best.
Our people are chosen for their skills, knowledge, enthusiasm, and attitude but above all, their belief that anything can be achieved.
If you feel you have the skills and experience to become our Voice of The Customer Analyst, then please click ‘ apply’ today, we’d love to hear from you!
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