Bristol

Not Specified

22 Nov 2024

Permanent

Customer & Legal Solutions

Not Specified

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Voice of Customer Analyst

About The Role

Due to an exciting period of growth, we have a new opportunity for a Voice of Customer Analyst to join our friendly Customer Experience & Insight department in our City Centre Bristol offices.

This is a fantastic opportunity to contribute to the development of customer experience Strategy, ensuring that good customer outcomes are at the forefront of our mind. In this varied role, you will hold responsibility for ensuring the wider business is kept up to date in regards to our customer's experience and their feedback, and help to develop innovative approaches to our survey program to help enhance our customers experience in both our insurance and law areas. This will include conducting analysis of quantitative and qualitative customer feedback, and working closely with both internal stakeholders and external business partners to present your findings.

In addition, you will identify key drivers of change, developments, threats and opportunities, whilst continuously assessing market trends and our performance in the market. You'll look to maintain effective understanding of our Supplier survey strategies, ensuring adequate alignment that meets our business needs, as well as help lead and coordinate customer research and communication testing to ensure we meet the requirement of Consumer Duty.

Our staff are at the heart of everything we do, and we encourage applications from candidates who are looking to work flexibly and achieve a work-life balance that works for them.

About You

We are keen to hear from candidates with an inquisitive and data-driven mindset, who are committed to using their excellent analytical skills to identify, evaluate and assess customer insight and behaviours. You'll be numbers focused with experience using MS Excel to repot and relay your findings, whilst maintaining the ability to communicate effectively and confidently with internal and external stakeholders of varying levels.
In addition, you'll be able to demonstrate the following:

• Ability to work independently and often under pressure to achieve results
• An understanding of up to date quality assurance methodology
• Experience commissioning, managing and carrying out primary and secondary research projects, as well as ability to utilise insight to inform innovation and strategy.
• Experience working with stakeholders to draw out insight and turn findings into actions.
• Good organisational skills and high attention to detail

As a team we are passionate and enthusiastic about what we do. Our people are encouraged to think independently and to take ownership of their work. In return for your commitment we will offer you generous remuneration and attractive benefits package which includes:

- 25 days holiday with the option to buy up to a further 5 days
- Company pension scheme with the option to increase contributions
- Group Income Protection for all employees
- Group Legal Protection for all employees
- A choice of either European Motor Assistance or Home Emergency Assistance
- Inclusion in our Health Cash plan
- Salary sacrifice benefits including Cycle scheme
- A comprehensive wellbeing programme including free eye tests
- Access to our employee discounts hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK
- The option to join our Sports and Social club which organises discounted events such as theatre visits, wine tasting and shopping trips
If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you meet all the criteria listed above.

About The Company

ARAG UK has been helping businesses and individuals gain access to justice for over 40 years. It’s our founding principle to enable everybody, not just those who can afford it, to assert their legal rights.

Thousands of businesses and individuals defend or pursue legal action each year safe in the knowledge that ARAG are paying their legal bills. Our businesses include a legal expenses insurance company and a law firm with many opportunities in both areas.

We have always been aware that it’s the people that really make it happen; the quality of our people defines the quality of the company, the service we offer and the good outcomes for our customers, so we’re committed to creating a great place to work for our employees.

We believe it is an exciting time to join ARAG. You can expect an organisation that will challenge and develop you to progress your career.

By giving you every opportunity to develop yourself professionally and personally, we also pride ourselves on having an open, inclusive and high energy culture that encourages a fun working environment and places our customers at the very heart of everything we do.

If you are keen to become part of our exciting future then we would love to hear from you. In addition to the very genuine development opportunities we provide we also offer a generous reward and benefits package.

Apply

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