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INSIGHT SPECIALIST, CUSTOMER SERVICES

Location
Bradford, Yorkshire
Remote Working
Remote Working
Job Type
Permanent
Posted
6 Sep 2022

At Morrisons we put our customers first by listening hard and responding quickly to deliver outstanding customer service. We do this by empowering our people to be their best selves and do the right thing for their customers.

As the Contact Centre grows we're now pleased to be looking for a Customer Services Insight Specialist.

Based within our Head Office in Bradford, the role will report to our Senior Contact Centre Manager.

Using numerous reporting methods, collected in the Customer Service Centre, the main purpose of the role will be to create compelling insight reports with recommendations on how to improve customers' shopping experience (Online and instore).

You will work closely with insight counterparts across the business to find innovative ways to increase commercial value, increased performance and streamlined customer journeys.

A strong ability to influence key decision makers and senior stakeholders across the business by providing them with crucial insight into customer sentiment, shopping habits, complaints information as well as issues impacting areas such as distribution, delivery, stock availability. to use data.

Act as a conduit between the customer and the business, connecting the business with our customers' current needs and ensuring that they are at the heart of everything we do.

This role will benefit from a 4 day week of 9 hours per day and a day off in the week.

There is also a requirement to work 13 x 6 hour Saturdays per annum, in the office.

As the role will primarily be based in our Bradford Head Office we're keen to hear from individuals who live within a reasonable regular commute. There will also be some home working. We are flexible as required.

Accountabilities within the role are:

  • Create and deliver a suite of insight reports to the department & wider business

  • Create jargon-free, easy to understand insight that quickly points to the problem and recommended solution.

  • actively seeks out and Identifies opportunities to improve customer experience & overall business performance

  • Lead VOC forums to gather operational insights to validate data.

  • Attend customer listening sessions and use insights to inform the business

  • Provide insight on outlier performance/ agent variation to the operational leadership team

  • Recognise quick wins to drive value

  • Collect, identify & analyse data following targeting marketing campaigns and make recommendations to help continually evolve the Marketing strategy

  • Conducting Ad Hoc analysis as requested to the wider business

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Details

  • Job Reference: 705429903-2
  • Date Posted: 6 September 2022
  • Recruiter: Wm Morrisons
    Wm Morrisons
  • Location: Bradford, Yorkshire
  • Remote Working: Some remote working possible
  • Salary: On Application
  • Sector: Sales & Marketing
  • Job Type: Permanent