Customer Insights Officer - Analyst
£35,000 per annum
35 hours per week
We are a residential property group with a social purpose. Our vision is to improve people's lives through high quality homes and services. Whilst we take a commercial approach to housebuilding, we reinvest all of our profits into building more new homes and supporting the communities where we work.
We provide affordable, private and social rented homes, student, NHS and temporary accommodation, as well as supported housing and homes for older people. We also offer high-quality sustainable homes for sale and shared ownership, available through our FABRICA by A2Dominion brand. Whilst we take a commercial approach to housebuilding, all of the surpluses the Group generates are reinvested into supporting our social purpose, helping to deliver more homes and services for customers.
This is an exciting time to join A2Dominion and be part of the Group's £20m change programme, Fit for the Future, which is transforming the way we work and significantly improving the services we deliver to our customers.
As our Customer Insights Analyst, you will play a pivotal part in improving the customer journey by providing technical and business skills to support customer experience objectives and provide data intelligence and performance trend reporting. You will identify data sources and data processing techniques to evident business success and key indicators that will drive change. You will assist the Customer Insight Manager in researching and identifying changing technology requirements to ensure our insight function remains competitive in the market.
As a Customer Insights Analyst, you will participate in relevant projects to evidence historic and present data as part of research directory. You will be a key contact of gathering data to improve customer experience and will engage in promoting customer satisfaction (CSAT) with Customer Insights Officers and monitor the various data channels for CSAT, research and report on different channels of engagement and reasons on why different channels give different responses. You will work closely with the customer experience team highlighting key indicators to business and performance analysis which will add value to the customer Journey.
To be successful, you will be advanced in Excel and have a good working knowledge of MS Office. You will have come from a customer focused background with ideally a background in survey research. You will have an ability to understand data and have some project experience.
Please note, there will be a short test as part of the interview process.
Rewards and Benefits
As an employee of A2Dominion, we want you to feel fairly rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. All permanent members of staff receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family. You are also provided with discounted childcare vouchers and cycling equipment throughout the year, and you pay for them by monthly salary deductions. Employees are usually provided with grace days to cover the period between Christmas and New Year, on top of all of this you will also receive 25 days annual leave.
Closing Date: Sunday 1st September 2019
The Group is committed to equality of opportunity. We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post