Customer Experience Analyst

Customer Experience Analyst

Haywards Heath
Commercial & Marketing
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We currently have an exciting opportunity for a Customer Experience Analyst to join our Commercial and Marketing team in Haywards Heath, West Sussex.

Have you got a flair for data and numbers and love to work collaboratively with others? If so, we want to hear from you! In this role, you’ll be responsible for providing customer experience data and insights to the business to show the impact its decisions or actions are having on First Central’s customers and business. You’ll deliver reports and insights to drive improvements in customer success and identify sources of revenue opportunities.
Job responsibilities
  • Build out analytics and insight into meaningful information from which others drive corrective action or make effective business decisions, such as root cause analysis, identifying trends in operation performance, offering reasons for or learn from exceptions and modelling “what-if scenarios” to drive investment cases
  • Develop existing Customer Experience (CX) data, collaborating with specialists across the business to gain access to relevant data sources in a way that enables the CX team to create trend, exception and dashboard reporting
  • Work with stakeholders across the business to agree the format and frequency of reports and methods of publishing
  • Timely and accurate reporting on results and achievements
  • Evidence the correlation between action taken and its effectiveness at improving ‘outside-in’ customer insights, e.g. NPS score and verbatim
Skills, knowledge & experience
  • Highly developed data and statistical analysis skills and techniques
  • Experience within a similar role is essential
  • Experience of defining data requirements to support insight
  • Experience of influencing thoughts/actions of others via data insights
  • Experience at providing insight and support to business investment and strategy
  • Strong IT skills (including Excel and Powerpoint)
  • PowerBI experience is advantageous
  • Knowledge of First Central products and customers, or insurance industry experience would be beneficial
  • Flexible approach to cope with a fast-changing environment
  • Strong problem-solving skills with the ability to adopt a logical approach to solving problems
  • Positive manner with ability to communicate well with all colleagues and stakeholders
  • Logical thinker with solid reasoning ability
  • Commercially focused
  • Emphasis on attention to detail and accuracy
What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…
  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • A day off for your birthday
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

If you’d like to work for an award-winning employer in a fast-paced environment, apply now!

We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

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79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)


View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

Get your birthday off

We give you an extra day off to celebrate your special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.