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Customer Experience Analyst

Job Introduction

“Computacenter is Europe’s leading independent IT provider, with about 15,000 employees worldwide. We work at the heart of digitalisation, advising organisations on IT strategy, implementing the most appropriate technology, optimising its performance, and managing our customers’ infrastructures.”

Join us as a Customer Experience Analyst in Hatfield and we’ll get to know you as a person, not just an employee, so we can understand your interests and ambitions.

Customer Experience team – What do we do?

The Customer Experience team provides a framework and specialist support to improve the customer experience. They do this through the management of customer insight, customer strategy, transformation of service delivery, articulating value in the context of the customers business and a one team approach.  The team consists of three Customer Experience Consultants who provide dedicated support to UK Service Management teams and a dedicated Customer Insight team providing support on all aspects of the Voice of the Customer programme.

The team aim is to:

  • Support and enable the growth and renewal of UK contracted services
  • Deliver long term value and establish partnerships with our customers
  • Deliver a customer experience programme which enables Computacenter to measure, monitor and report on satisfaction, loyalty, and advocacy
  • Enhance and deliver a complaint management process which enables the effective capture, investigation, conclusion and reporting on customer complaints and implements effective continual improvements
  • Provide actionable results and trends which support all relevant activities that lead to meeting customer requirements and increasing employee engagement
  • Be experts in our field, providing timely and relevant support to the business

 

The Customer Experience Analyst role

The role of Customer Experience Analyst includes activities aligned to both the Customer Insight team and supporting the Customer Experience consultants. Working across both areas offers a brilliant opportunity for greater development opportunities and variety within the role.

Role Responsibility

Your Tasks

  • Provide advice on the Customer Experience Framework and Voice of the Customer Programme to Computacenter employees and customers
  • Carry out assigned activities of the Voice of the Customer Programme designed to measure and improve satisfaction and loyalty
  • Collate actionable results and trends, analyse and provide these to the business enabling them to make informed decisions
  • Proactively seek out contractual service best practice and innovations to promote through social media and written case studies. Manage the library of best practice case studies and associated process
  • Support the Customer Experience consultants with various assignments as requested
  • Manage and update team communication methods, including, mailboxes, internal social media, and SharePoint
  • Upload and quality assess framework submissions, identifying areas of focus and liaising with Customer Experience consultants
  • Liaise with the team and identify improvements to ensure best practice and continual improvement in delivery of service to the business
  • Establish productive relationships and networks at an operational level to build and maintain business relationships and the positive reputation of the team
  • Participate in and co-ordinate team projects as required
  • Assess situations, issues and opportunities and escalate when appropriate
  • Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
  • Maintain confidentiality in all business related matters

The Ideal Candidate

Your Profile

  • Experience of developing best practice policies and procedures for functional area
  • Ability to work under pressure
  • Good written & oral communication skills, including report writing and presentation skills
  • Excellent planning and organisational skills
  • Analytical with good problem-solving skills
  • Experience of managing stakeholders at various levels
  • Proactive in identifying better ways of working
  • Ability to use Microsoft Office products, especially Excel at an advanced level
  • Experience using SharePoint

Package Description

Competitive

About the Company

We Offer

“Computacenter, a provider of first-class IT services for more than 30 years, is a company where people love to work. The reasons are varied: Some people say it’s because they feel like they really matter. Others love to work with big-name clients, showing them the way into a digital future. Maybe you’re looking for an exceptional community of colleagues you can rely on and leaders who support your growth? At Computacenter, you’ll find many reasons to become part of the family.”

Computacenter

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