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Voice of Customer Analyst

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DAS UK Group

2mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Data
  • Bristol

AI generated summary

  • You must work independently under pressure, know quality assurance, manage research projects, collaborate with stakeholders, and demonstrate strong organizational skills and attention to detail.
  • You will analyze customer feedback, present findings, identify trends, coordinate research, and ensure alignment with supplier strategies to enhance customer experience in insurance and law.

Requirements

  • Ability to work independently and often under pressure to achieve results
  • An understanding of up to date quality assurance methodology
  • Experience commissioning, managing and carrying out primary and secondary research projects, as well as ability to utilise insight to inform innovation and strategy.
  • Experience working with stakeholders to draw out insight and turn findings into actions.
  • Good organisational skills and high attention to detail

Responsibilities

  • Due to an exciting period of growth, we have a new opportunity for a Voice of Customer Analyst to join our friendly Customer Experience & Insight department in our City Centre Bristol offices.
  • In this varied role, you will hold responsibility for ensuring the wider business is kept up to date in regards to our customer's experience and their feedback, and help to develop innovative approaches to our survey program to help enhance our customers experience in both our insurance and law areas.
  • This will include conducting analysis of quantitative and qualitative customer feedback, and working closely with both internal stakeholders and external business partners to present your findings.
  • In addition, you will identify key drivers of change, developments, threats and opportunities, whilst continuously assessing market trends and our performance in the market.
  • You'll look to maintain effective understanding of our Supplier survey strategies, ensuring adequate alignment that meets our business needs, as well as help lead and coordinate customer research and communication testing to ensure we meet the requirement of Consumer Duty.

FAQs

What is the main role of a Voice of Customer Analyst?

The main role of a Voice of Customer Analyst is to contribute to the development of customer experience strategy, analyze customer feedback, and present findings to internal and external stakeholders to enhance customer experience in both insurance and law areas.

What qualifications or experience do I need to apply for this position?

Candidates should have an inquisitive and data-driven mindset, excellent analytical skills, experience with MS Excel, and the ability to manage primary and secondary research projects. Experience working with stakeholders to draw out insight is also important.

Is experience with both qualitative and quantitative analysis required?

Yes, experience conducting analyses of both quantitative and qualitative customer feedback is essential for this role.

What kind of skills are emphasized for this position?

The role emphasizes strong analytical skills, effective communication, good organizational skills, the ability to work independently, and a high attention to detail.

What benefits does ARAG UK offer to its employees?

ARAG UK offers a range of benefits, including 25 days holiday, a company pension scheme, group income and legal protection, health cash plans, and access to an employee discounts hub, among others.

What is the work culture like at ARAG UK?

ARAG UK promotes an open, inclusive, and high-energy culture that encourages personal and professional development, while placing an emphasis on customer-centric service.

Is there potential for career development within the company?

Yes, ARAG UK is committed to providing genuine development opportunities for employees, allowing for progression in their careers.

Do I need to meet all the criteria listed in the job description to apply?

No, candidates are encouraged to apply even if they do not meet all the criteria, as transferable experience is also valued.

Where is the Voice of Customer Analyst position located?

The position is located in the City Centre Bristol offices of ARAG UK.

What is the importance of the Consumer Duty in this role?

The Consumer Duty is important in this role as it requires the analyst to ensure that customer research and communication testing meets consumer protection regulations and standards.

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DAS UK Group

'First for Justice'​ for our customers and business partners.

Law
Industry
501-1000
Employees
1975
Founded Year

Mission & Purpose

DAS UK Group has been helping businesses and individuals get access to justice for over 40 years. Our businesses include a legal expenses insurance company (https://www.dasinsurance.co.uk/) and a law firm. We have been a pioneer of the legal expenses insurance market since the concept was first introduced to the UK in 1975. We provide protection against unforeseen legal costs to millions of families and motorists, and hundreds of thousands of businesses every year, offering both before-the-event and after-the-event products and a range of telephone advice and assistance services, including our flagship legal advice service. Based in Bristol, with another office in South Wales, we employ over 600 people and are one of the UK's leading specialist insurers.