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Customer Experience Analyst

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Salary:	Salary Dependant on Experience
Location:	Luton
Sector:	Commercial
Type:	3 Month Contract
Reference:	LU2010021901

Experienced Analyst with a background within a customer service required ASAP for 3 Month contract based at London Luton Airport.
This role will be to responsible for identifying and analysing key results and trends with a view to driving constant performance improvements and measuring results against the business plan and to ensure that the Supplier is delivering a defined Customer Experience within the Contract to the agreed standards in support for:
• Revenue.
• Profitability.
• Customer experience.
The ideal candidates must have experience of analysis and forecasting within a customer service environment and/or a multi channel contact centre and have a strong analytical background.
Skills & Abilities:
Strong analysis and problem solving skills.
Knowledge of root-cause analysis.
Languages preferred but not essential.
Customer Satisfaction survey analysis.
Strong planning, co-ordination and organisation skills.
Ability to develop and utilise statistical information to improve service including performance monitoring of service targets.
Advanced MS Excel skills (ie SQL & Pivot Tables).
Knowledge of such systems as Business Objects.
PC literate with competence in Windows applications.
Able to travel regularly.

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