Job Description
We have a fantastic opportunity for a Customer Experience Analyst to join our national team. The salary on offer is from £29,000 - £33,000 DOE with up to a 6% matched pension.
The purpose of this role is to support and improve the customer insight process, moving towards all colleagues having access to simple, real time dashboards showing feedback from their customers and patients. You will understand how our business works and how we work across our regions, functions, and customer segments. You will support with regular and periodic surveys of our customers, colleagues, and patients to track how happy they are, highlighting successes and pain points to drive actions and improvements. You will help distribute this information throughout the business, producing regular insightful analysis so it is easily understandable and actionable, working with our stakeholders to make sure appropriate action is being taken and we are closing the loop with respondents. The candidate would be proactive, looking for opportunities to review and improve how we deliver insights. The key responsibilities for this role include:
- Supporting the senior manager in all stages of our survey cycles.
- Managing databases for surveying, ensuring valid customers are included and internal stakeholders are engaged with who is being surveyed.
- Managing fieldwork schedules and dates/locations with relevant stakeholders.
- Working with external agencies to ensure they understand and deliver on our requirements.
- Helping to design and review surveys.
- Managing survey send outs and responses.
The ideal candidate will have experience working with large data sets and creating insightful presentations. They will have a true passion for improving our users’ experiences and pushing the business to improve. Experience of Microsoft platforms is essential, while experience with surveys, CRMs and reporting tools is preferable.
With a highly experienced, growing team this is an idea opportunity for a candidate looking to grow their experience within a large, national organisation. There is also ample opportunities for a motivated candidate to progress within the organisation with internal progression being a high priority.
We understand how important life is outside of work so, as well as a competitive salary and 27 days annual leave, we’ll support you, wherever possible, so that you don’t miss out on what truly matters to you.
If you do ever need a little bit of extra help we have a great employee assistance programme, financial well-being support and access to great discounts with leading high street names with the bluelight discount card.
Our range of network groups are also there to support you to truly be yourself at work and play a key role in helping shape our future. We ‘hire for attitude and train for skills’ providing opportunities for our people to develop & progress their careers at all levels through our Professional Excellence Framework.
If you are a member of a professional body we’ll pay for your membership and once you get your digital kit you’ll be good to go in one of our great offices (or at home!)
Who are we?
We are part of the NHS family with 6,000 professionals supporting over 3,000 healthcare properties across England. Our purpose is to enable excellent patient care by being the best property and facilities provider to the NHS.
Our services include estate strategy and optimisation, property management, facilities management, property development and construction project management. We help support millions of patients and NHS colleagues in collaboration without 7,000 customers who range from Integrated Care Systems, health providers, charities and more.
Our culture and values seek to place our NHS colleagues and their patients, at the heart of everything we do.
We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential.
We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications.
Best of luck with your application!