Customer Insight Analyst - Darlington

Operations
Ref: 568 Date Posted: Friday 12 Apr 2019
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£24,211 - £26,158 per annum Reward Principles apply which can be found on the Recruitment intranet page ) 

G3 - Permanent - Monday to Friday 9 - 5.30pm

We’ll accept applications up to the 26th April 2019 and interviews are likely to be scheduled for shortly thereafter. 

**Please note you will not be eligible to apply for this vacancy if you are currently on a formal stage of Attendance Management Policy**

 

Why SLC? 

Do you want to be part of a fast-moving, dynamic organisation? Could you thrive in a customer-focused business environment? Would you like the opportunity to develop your own personal and professional skills for your future while helping our customers invest in theirs?

If you answer ‘yes’ to all these questions, we might have the perfect job for you.

 

What's the Job? 

Sitting within the Service Improvement area of our Operations Directorate, the Quality and Service Improvement Department systematically measures operational performance against benchmarks to identify opportunities for service improvement. The respective feedback provided to the operation leads to improved staff performance and identified trends provide a catalyst for the SLC’s wider continuous improvement programme of work, which is critical to the Operational Excellence that represents SLC’s Organisational Health programme. 

The successful candidate’s responsibility will lie with the delivery of tracking performance which will support and drive continuous improvement.  They will be accountable for planning, capturing, analysing and managing relevant customer and reporting operational data on a continuous basis. 

They will collaborate with colleagues across the business to formulate and implement research requirements which gather feedback on current customer experience. They will be expected to analyse the data and identify opportunities for improvement in service design and delivery that will improve the customer experience and/or realise business benefits.  They will work to size the benefits of each improvement opportunity be it either an increase in customer satisfaction and/or reduced costs to the business and then continue to monitor the customer experience to ensure benefits have been realised.  There may be some travel requirements as SLC is located across several sites in the UK.

 

How to apply? 

It is essential you have graduate or equivalent work based experience, experience leading and successfully delivering quantitative research including sampling, designing, conducting, analysing and communicating findings to influence change and experience of using Excel and/or SPSS ( or equivalent) applications to analyse date. 

Sound good? If so please apply below and a member of our dedicated Recruitment Team will be in touch!

**Please note - As part of the selection process, SLC uses third parties to perform a number of pre-employment checks including reference, criminal record and credit reference. They may supply us with information that will assist us with our recruitment decision**

 


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