Customer Assurance Analyst

Primary role purpose

Reporting to the Head of Customer Performance Analysis and Improvement (CPAI) the Analyst will support business analysts and play a significant role in improving CSAT and making our client a low effort business to work with. Acting as the customers representative to flag and drive operational areas for improvement by identifying and removing operational bottlenecks. This will be achieved through identifying process, application or system improvements from CSAT survey feedback, customer and operational teams feedback and data analytics. Using case trend analysis and data mining of available data to identify initiatives, highlight trends and opportunities to reduce support requests across all of our client's products and services. You will provide regular reporting against initiative identification and there progress against delivery.

Key Responsibilities

• Driving improved customer satisfaction by reducing effort.
• Identifyi...