Salary: £35,000 - £40,000
Job Type: Permanent
Job ID: 168528
Data Scientist – Customer Experience & Insights
NRG are delighted to be working with an outstanding industry leader and supporting them on the recruitment of a Data Scientist. The ideal candidate will have previous experience working with customer insight data and will utilise analytical and reporting techniques to help drive service innovation.
This role is initially offered on a 3 month fixed term contract but with the potential to go permanent for the right candidate.
Understand key performance trends across all customer facing operations, identifying opportunities for improvement
Produce insightful analysis to improve customer experience and drive business and commercial growth.
Working collaboratively with key customer facing teams to understand CX journey and associated developments required
Take ownership and responsibility for all key customer metrics, providing impactful reporting and analysis, ensuring that data is accurate, and all relevant data is tracked.
To champion a customer first approach, working with key stakeholders to close the loop on key underperforming areas
Build positive working relationships with key stakeholders around the business.
Excellent analytical skills
Excellent attention and high levels of accuracy within analysis
Strong stakeholder management
End to end process management
Strong knowledge of Excel
Strong SQL knowledge
Evidence of delivering insight which has produce tangible improvements
Ability to derive insights from complex data sets and deliver recommendations in a simple and comprehensive way.
The ability to identify opportunities in the data which will benefit the customer
Production of management reporting packs with clear insight
Excellent communication skills both written and verbal
Experience working in Contact Centre Service or Experience teams would be advantageous
Experience of working with key customers experience metrics/data such as Trip Advisor, Google, etc