Customer Experience Insight Specialist

Reporting to the Customer Experience Insight Lead, you will be responsible for analysing all data/information from multiple customer experience sources and all customer satisfaction survey waves (in particular C-MeX) to inform and support the overall insight strategy and programme of work.

You will be required to use your initiative, problem solving and analytical skills to identify themes and trends that support the business plan, drives innovation, and provides relevant insight so that a continuous review of the main end-to-end customer journeys can be made.

You will also be required to support with the submission of data as part of our regulatory reporting framework for the customer experience performance measures (currently C-MeX).

Key Role Accountabilities

• Support the development of a programme of work that drives innovation and provides a continuous review of the main end-to-end customer journeys. It should incorporate all relevant and value adding customer experience data to enable you to carry out analysis efficiently and effectively.


• Carry out regular and frequent analysis to understand localised trends and more strategic themes that provide the business with meaningful insight to inform their improvement plans. Provide support to the CX Insight Lead on all necessary and required data analysis from all sources of feedback and insight.


• Ensure that any themes/trends that you identify are communicated regularly to the wider business through various methods and formats depending on audience and forum. Creating and supporting the delivery of any reporting that turns raw data into visual dashboards or presentations that tell compelling stories.


• Support the work that is carried out in conjunction with our external contract partners to obtain appropriate insight from customers and provide all necessary and required data analysis that these feedback and insight platforms deliver.


• Work cross-functionally with key stakeholders across the business to determine insight requirements that drive improvement; and challenge customer processes through data analysis to identify improvement opportunities that reduce customer and colleague effort.


• When required, support the delivery of any regulatory data submissions to Ofwats chosen partners in line with the established methodology, highlighting any anomalies and ensuring a robust data set.
  
  Knowledge, Skills and Experience


• Advanced/Expert knowledge of Microsoft Excel and/or equivalent or complimentary platforms (i.e. Power Query and PowerBI).


• Experienced in analysing complex data from multiple sources, both quantitative and qualitative with the ability to interpret, evaluate and analyse data to turn into meaningful information with excellent attention to detail.


• Knowledge of insight methodologies and research techniques; including customer feedback solutions and mechanisms.


• Robust knowledge of reporting and data analysis techniques, specifically in relation to customer needs, behaviour, instincts and experiential requirements; as well as value or outcome.


• Can demonstrate a high standard of numeracy with the ability to gather, record and maintain accurate information and manipulate data.


• Skilled in creating and implementing reporting mechanisms that include data ready to be used and that can be tailored to various audiences.


• Excellent communication skills and experienced in building strong working relationships with the ability to influence stakeholders at all levels. Methodical approach to decision-making, awareness of where it is appropriate to involve others in the decision making process.


• Be able to operate in a demanding environment, using a range of techniques, prioritising effectively and working to tight deadlines.


Good to know


• Hybrid working with a minimum of 1 day a week office based.


• Monday - Friday (Flexible working hours between 8-6)
  
  Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.


To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company's required security objectives.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work.

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:


• Variable pay schemes ((your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)


• Option to buy additional annual leave up to 5 days per year


• Enhanced employer pension contributions - Up to 11% employer contributions


• Enhanced family friendly policies


• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes


• Reduction on gym memberships and high street shopping


• Cycle to work scheme


• Free on-site parking at all our sites


• Discount off all Welsh Water visitor attraction centres and gift shops


• Car-leasing scheme


• Health CashBack scheme


• An employee assistance programme for employees and their immediate family


Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment

Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.

Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business. For some roles there may be additional checks and security clearance required, and this offer is subject all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.