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Customer Conversion Analyst

Cardington

Job Details

Location

Cardington - Analytics & Insight

Contract Type

Fixed Term

Working Pattern

Full Time

Salary

Competitive + bonus + benefits

Closing Date

13/08/2021 11:00

Being the difference

We have an exciting opportunity to join us as a Customer Conversion Analyst working on a 9 month FTC.

We are transforming our business through improved processes, flexible ways of working and a greater use of technology to make a difference to our customers and our people. We are developing super-talented people in our business to be the best; we want to create a great place to work and grow a business we are committed to and feel proud of. We are committed to doing the right things and doing them right; we care about our impact on the environment and are driven on giving back to society. We are determined to keep our business performance health to enable prosperity for all of us.

This role and the role holder are integral to our success.

This role enables the business to make data driven decisions through the provision of accurate reporting and actionable insight.

Working in this role you will be the link between the business and solution implementation and data teams to ensure that new CRM platform captures, and surfaces data needed to provide insight, and manage, analyse, and improve the customer journey.

You will support the quick start programme Customer Experience Transformation Programme to ensure data needs of CRM (Salesforce) implementation project are met, with support from the Data Engineering Team.

You will ensure new insight and analytics opportunities offered by a modern CRM platform are understood, articulated, and converted into data products.

Key Responsibilities:

  • Understand and document the alignment and data transfer processes between the CRM and MDM (Master Data Management) application for customer domains.
  • Help to design new customer experience reporting based on opportunities provided by the new CRM platform.
  • Attend workshops, model process, design sessions and project meetings as the representative of the Insights and Analytics team, ensuring data and insight requirements are captured and documented throughout the transformation.
  • Understand the implications of the multiple transition states and capture the impact on data sourcing and availability and communicate to the wider team to help maintain BAU delivery.
  • Scope any ad-hoc analysis required to support the CRM implementation and work with the existing data teams to mange prioritisation and delivery.
  • Challenge the implementation team to ensure there are clear, unbiased documented process mappings for the customer journey(s) to enable accurate analysis of the customer journey.
  • Provide updates to the wider Insight and Analytics team on the Customer Experience Transformation
  • Work closely with the Customer Insights Manger and Head of Customer Experience to design the country specific customer journey(s) following the global design process.

So what are we looking for? 

  • Excellent academics with a Bachelor’s or higher degree from a leading university.
  • 5+ years of experience in a business analyst or data analyst role with a customer experience or customer journey element.
  • Strong facilitation, influencing and communication skills across different departments and seniority.
  • Logical and pragmatic approach to problem solving, thinking about the bigger picture and business outcomes.
  • Passionate about the customer.
  • Experience of working in large-scale transformation programmes, including CRM implementation.

Desirable

  • Comfortable with Agile methodologies and tools – e.g. JIRA / Confluence
  • Understanding of Salesforce
  • Experience of data analysis techniques using SQL (T-SQL) and visualisation tools like Power BI.
  • Planning, organisational and project management skills
  • Data Governance Experience

Benefits include:

  • Generous bonus scheme related to company performance  
  • Up to 15% pension contributions – based on employee contribution of 5% 
  • Life assurance policy 
  • 33 days annual leave (including bank holidays) 
  • Discounted shopping vouchers & reward platform

Hierarchy

Hierarchy

Your place in our world

Customer Insights Manager
Customer Conversion Analyst