Customer Analytics Analyst

  • Capita Plc
  • Manchester, UK
  • 01/05/2021
Full time Data Science Data Analytics Big Data Data Management Statistics

Job Description

The successful candidate will need to be customer focused, curious about data and not afraid to get their hands dirty and proactive. You will develop a host of new skills and use your existing excellent systems administration experience and the available data to support DCC customer facing teams to provide the quality services to our external customers and stakeholders.

You will work across multiple systems, including Qualtrics XM customer experience management as well as a host of cutting-edge bespoke build data science solutions. This role is central to the success of DCC’s transforming Customer Experience functionality and a typical day will include some of the following activities:

  • building, administering, troubleshooting and maintaining Qualtrics XM and surveys sent to external stakeholders,
  • assisting with the data integration with multiple systems,
  • data analysis, insights derivation and reporting,

To be effective, you will demonstrate a can-do attitude and thrive within a busy and often undefined area. Having an entrepreneurial and innovation mindset will certainly help you and us to ensure we are providing a great service to our stakeholders. If that intrigues you, read on.

Job title:

Customer Analytics Analyst

Job Description:

The key responsibilities of this role are as follows:

  • Building, administering, and managing customer surveys sent to stakeholders to measure a verity of metrics.

  • Support and maintain Qualtrics XM and other related systems.

  • Support systems change and migration initiatives, partnering with stakeholders to gather relevant information to identify opportunities for improving the efficiency of the customer experience systems strategy. This may include both project-initiated changes and broader functional/enterprise system developments sponsored by more senior staff.

  • Build, and assist in the creation of departmental standard operating procedures (SOP). Ensuring systems and procedures are in place to assure day-to-day functionality.

  • Support timely maintenance of vital systems and ensures that vital information is documented.