Customer Experience Analyst

This is an exciting time of growth for us, and we are hiring a Customer Experience Analyst to help us continue this success. This is a great opportunity to develop a varied and rewarding career with a company that invests in, recognises and rewards its people. As part of the Customer and Partner Experience team you will work collaboratively across the organisation to provide effective data insights that enable strategic decisions to improve the customer journey performance. You will also: - Conduct qualitative and quantitative research and analysis, utilise available data and collaborate across the business to gain an understanding of the Customer and Partner experience - Use appropriate research methods to establish Customer ad Partner needs (e.g. focus groups, one-to-one interviews, data) - Understand customer and partner needs through collaboration with internal stakeholders and partners, mapping journeys for each proposition or product - Collate and contribute necessary data and insights to business cases for change, tracking and monitoring the effect of implementations on journey performance. - Work closely with Data Function; interrogating and interpreting large data sets to identify trends and draw conclusions, using this to inform and provoke strategic thinking., All postholders will be subject to appropriate pre-employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment.

If you re an individual who thrives in a fast-paced environment, able to work collaboratively with others and are looking to make a difference, this is a brilliant opportunity to advance your career to the next level with our sector-leading company. At Premium Credit, you will be supported to develop and expand your skills, knowledge and experience. To be successful as our Customer Experience Analyst you will be able to combine your data and analysis skill with your ability to communicate effectively across the organisation and with external stakeholders, enabling you to develop a deeper understanding of the Customer Experience. - You ll have previous experience in an Insight role, ideally including specific customer research experience - You will have advanced MS Excel / SQL skills and it would be preferred if you have the ability to build dashboards and reporting solutions using BI tools such as PowerBI, Tableau or QlikView - You ll be able to translate data to insights, then to actionable recommendations - You re great at developing relationships, able to manage stakeholders and work collaboratively across multiple teams - You have excellent communication skills, both written and verbal, able to adapt information to the intended audience. If you have experience in the insurance or financial services industries it would be beneficial, as would an understanding of key financial and commercial performance metrics.

Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland. We are a multi award winning business lending more than £4.5 billion to over 2.5 million customers through a network of almost three thousand partners- and growing.

• Competitive salary up to £45,000 per annum
• A workplace pension scheme
• Hybrid working, with collaborative days in our Leatherhead office
• 25 days annual leave (plus bank holidays), with options to purchase and sell up to 5 days holiday per year (pro rata)
• Private health and dental cover
• Support and investment in your personal development
• 24/7 access to Employee Assistance Programme and Mental Health First Aiders