Customer Insight Analyst

Job Title: Customer Insight Analyst

Location : 2 days a week Stoke-on-Trent Contact Centre 3 days home based
Working Hours - Full Time 37.5 hours per week Monday - Friday between 8:30am and 5:00pm 

Salary - Competitive + Bonus + Vodafone Benefits

Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve. 

 
Where 
 
You will be based from our newly refurbished Contact Centre in Stoke-on-Trent, which has been home to our consumer teams for over ten years, and is equipped with spacious lounge areas, product and demo hubs, cafe area and so much more. 
At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the Stoke office 2-3 days each week, on average 8 days a month. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

What you'll do

The role of the Customer Insight Analyst is dynamic and far reaching.  Working in an Agile environment you will investigate reasons for customer contact, complaint and churn, feeding findings into business improvement working groups. Fundamentally, the role enables the wider customer experience team to make a difference to our customer experience across our business. You will complete analysis of customer contacts via data analysis, call listening, CRM investigations and other customer touch points.
 

Who you are

• You have excellent analytical and organisational skills.
• Advanced experience using Microsoft Excel and PowerPoint.
• The ability to write and execute SQL code for data processing and manipulation.
• You can transform large data sets, from various sources, into actionable insight.
• You have great communication skills and ability to develop positive working relationships with senior stakeholders, colleagues, and other teams.
• Able to influence colleagues and other stakeholders to make improvements.
• You own and prioritise your workload and communicate updates in a clear and timely way.

In addition it would be desirable to have:

• Knowledge of advanced data analysis techniques using Python or similar.
• Experience performing data analysis using AWS/GCP/Azure.
• Experience of Telco Customer Service & Operations.

What we offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role and our recruitment team can help you see how your skills fit in.  
 

Together we can

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

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