Digital Customer Operations Analyst (Internal only)

About the role

The Customer Operations team focus is to help the MIS division scale whilst maintaining an outstanding customer experience. This is a cross functional role and you will engage with stakeholders from sales, customer service, product and marketing to design and deliver digital led programmes, demonstrating return on investment wherever possible.

You will use data gathered from multiple sources but primarily from Gainsight and Zendesk to create digital led processes and customer engagements.

Core responsibilities

• Work with all areas of the business to review the customer experience and prepare plans to support scaling.

• Present data and insights to key stakeholders to enable them to make informed decisions

• Work with key stakeholders across the business to design and build digital programmes and provide best practice advice.

• Monitor and review ROI associated with digital programmes

• Monitoring and analysing customer sentiment and identifying trends driving the customer experience.

• Representing the voice of the customer internally

• Use data to inform actions and simplify customer journeys and reduce customer interactions.

• Manage Customer surveys (NPS, C-sat) and closed loop process

• Managing operational change resulting from digital programme launch

• Live and breathe a culture of continuous improvement

• Support the re-design and improvement of customer experience processes where appropriate.

About you

• Evidence of writing skills

• Experience in an engagement/digital role

• Experience within the B2B SaaS sector

• Proven experience within and knowledge of the Education sector

• Has experience in an analytics, project management and/or operations role

• Is an Excel/Google Sheets whizz

• Has some experience working with large amounts of data

• Has worked with survey and analysis tools

Internal applications only: Deadline for applications Monday 12th June.