Customer Experience Analyst (Digital Analytics Manager)

Role: Customer Experience Analyst (Digital Analytics Manager)

Location: Berkshire

Day rate: £340 via LTD

Contract length: 6 month initial

Salt are working with one of the best known companies in the UK, helping them to improve their capability to make effective data driven decisions.

Through accurate & timely insights, you will help customers have brilliant digital experiences. Your very reason for being is to find the right data, the right insight and greatest opportunities to make our customer experience amazing & you will understand how to translate this in to a business outcome (or KPI shift) – and importantly you will know how to get buy in to make the change happen.

The ideal candidate will have a love of digital and its possibilities; a passion for exploration, and will understand the art of presenting insight and data in a way that inspires the people around you. You will know how and when to keep it simple, will love teaching people new skills and will be savvy enough to prioritise the initiatives which deliver the biggest benefits the fastest.

What makes this role unique

Using a range of tools, the Digital Analytics Manager`s role is to understand and drive the in-life performance of the client’s website and app

You will ultimately help deliver against our in-life and customer satisfaction KPIs by focussing on Account management and Help and support journeys, learning and understanding them, identifying what does and doesn`t work for our customers and helping us deliver brilliant digital journeys that make customers want to stay longer.

Highly skilled in Adobe Analytics, and Adobe Dynamic Tag Manager, you will combine your quantitative analysis skills with the more qualitative side using Foresee data and session replay tools such as Decibel Insight in order to identify opportunities for performance improvement.

You will work closely with the rest of the digital insight team (who are responsible for commercial and support performance) and support the microteams who manage our website and app, however yours is a unique role, meaning the right candidate can add a tremendous amount of value and really shape how we do things and why we do them.

What does the role involve

• Support partner relationship management for several tools including Adobe Analytics and DTM Tag Manager, Decibel Session Replay and Foresee.
• Accountable for creation of a prioritised long term roadmap of initiatives which drive improvements in KPI`s
• Tracks and reports on key KPI`s including in-life volumes for journeys such as top-up, Change Price Plan, Add-ons, etc; understanding and reporting on key Voice of Customer metrics such as NPS and Task Accomplishment, as well as reporting against number of customers using our digital platform
• Tracks and plays back on the success of in-life campaigns or ad-hoc trading initiatives, making recommendations to improve performance or customer experience.
• Identifying customer problems and translating them in to quantifiable benefits; fix ABC, and we can achieve XYZ against these measures
• Ensures the right information points are available by ensuring the correct page elements are firing
• Present performance and VOC data in compelling ways which inspires others to take action. Teamwork, Influence, stakeholder management and collaboration are key to the role
• Proactively identifying performance opportunities in funnel conversion or journey performance.
• Communicating at the right level is vital, and your day to day stakeholder map will range from directors to developers
• You will get the chance to present to large audiences and senior stakeholder regularly.
• Is able to take data from multiple sources with complex variables and identify opportunities to improve key in-life KPI’s and Customer experience

The Ideal candidate

• Self-starter, proactive, an explorer
• A kind guru who shares knowledge and loves to help others
• Is able to balance customer and business performance outcomes, prioritising accordingly
• Comfortable operating in ambiguity
• Experienced in web analytics roles and is able to demonstrate past successes
• Flexible and comfortable using a range of tools and techniques.
• Able to engage others, and can flex communication style for the audience.
• Strong collaborator, focused on the customer and business outcomes.
• Essential experience
• Expert user of Adobe Analytics
• Adobe Dynamic Tag Manager (DTM)
• Excel and MS Office applications
• Nice to have
• BI/ Reporting tools such as: Tableau or Microstrategy
• Customer Experience tools, for example Foresee, iPerceptions, Opinion Lab, Medallia
• Session Replay and heatmap tools E.g. Decibel Insight or Clicktale etc.
• Experience with Site Optimisation/ Testing; Maxymiser, Adobe Target or Optimizely
• Basic level Scripting Language E.g. JavaScript, SQL
• Supported insights for chatbot/AI solutions

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