Customer Experience Analyst


Job Ref:
1668

Job Title:
Customer Experience Analyst

Location:
Dundrum - Dublin 16

Closing date:
Close date not set

Vacancy Description

Customer Experience Analyst 

Excellent opportunity for an Customer Experience Analyst to join our Customer Strategy & Innovation Team on 11 Months Maternity contract.   This is a unique position will  be report direct to the Head of Customer Experience Strategy and Innovation.

As the Customer Experience Analyst will be involved supporting the Voice of the Customer Programme; measurement and monitoring of consumer risk and supporting initiatives to improve the customer experience culture across the organisation. The role will be varied allowing use of analysis, communication and stakeholder management skills

At RSA Ireland our history goes way back. We can trace our roots to 1710. We are proud of our past, but we’re all about the future. A proud future powered by profitable growth and strong values. 
Headquartered in London, we have over 12,500 people supporting our 9 million customers, in over 100 countries. We’ve a long-standing reputation in Ireland too and have been providing insurance solutions to the Irish market since 1721. With teams in Dublin, Belfast and Galway we support our customers through our affinity and broker channels and our 123.ie business. 

We are committed to building an inclusive culture of continued development, with our people at the very heart of it. ‘Your Best U’ is our people brand and reflects our desire for everyone to bring the very best version of themselves to work every day and we build our culture on our values of love simplicity, do the right thing, be better every day and boundless ambition. We are a flexible employer and understand the need to balance work and life outside the office. This is a flexible role with the ability to work dynamically

Key Responsibilities:

  • Supporting the Voice of the Customer (VoC) Programme:
  • Analysis of data to understand insights to help improve CX across the business
  • Working closely with various functions to review insights to drive CX improvement initiatives
  • Regular communication of CX initiatives across the organisation (CX updates, customer compliments, consumer risk updates, etc)
  • Customer Journey Mapping – working with business areas to develop customer journey maps to help identify areas for improvement in customer experience
  • Quarterly analysis and reporting of Consumer Risk
  • Supporting customer culture improvement initiatives
  • Managing action logs across the multiple CX initiatives
  • Gaining external insights in relation to Customer Experience approaches across the insurance and other industries
  • Improvements in NPS, CES and CSAT measurements
  • Consistency, completeness and accuracy of analysis, reporting and communication
  • Management and closure of actions
  • Colleague and internal customer feedback
  • Application of RSA Core Values

Requirements:

  • Degree in Business or Marketing
  • 1 Year experiences within a Customers strategy role
  • Building effective, positive relationships with stakeholders
  • Customer Journey Mapping
  • Research & Intelligence Gathering
  • PowerPoint skills
  • Excel skills 
  • Analysis experience
  • Stong Communication skills 
  • Creative mindset

 

RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status


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