Customer Engagement Operations Analyst

Customer Engagement Operations Analyst United Kingdom

Workplace Type: Hybrid

Job: MARKETING

Schedule: FULL_TIME

Job Title: Customer Engagement Operations Analyst

Summary:

This role is critical in supporting the operational delivery teams within Pearson's Vocational Qualifications division to effectively engage with customers. The Customer Engagement Operations Analyst will be responsible for monitoring, analysing, and interpreting key performance indicators (KPIs) and customer data to provide actionable insights that drive improvements in customer engagement, operational efficiency, and business outcomes. This role requires a highly analytical and detail-oriented individual with strong communication skills and a passion for customer experience.

Core Competencies:

1. Communication: Excellent written and verbal communication skills with the ability to present complex data in a clear and concise manner to various audiences.
2. Problem-Solving: Strong analytical and problem-solving skills with the ability to identify operational challenges and recommend data-driven solutions.
3. Data Analysis: Advanced skills in data extraction, manipulation, and analysis. Proficient in using data analysis tools and techniques to identify trends, patterns, and insights.
4. Collaboration: Ability to work effectively with cross-functional teams, including Customer Service, Qualifications Processing, and the wider Customer Engagement team.
5. Customer Focus: A strong understanding of customer needs and a commitment to improving the customer experience.
6. Initiative: Proactive and self-motivated with the ability to work independently and manage multiple tasks effectively.
7. Continuous Improvement: A passion for identifying and implementing process improvements to enhance efficiency and effectiveness.

Main Roles and Responsibilities:

1. Data Monitoring & Analysis: Regularly monitor and analyse key performance indicators (KPIs) related to customer engagement operations including engagement levels.
2. Reporting & Insight Generation: Produce regular reports and presentations that provide actionable insights to operational teams, highlighting trends, areas for improvement, and opportunities to enhance customer engagement.
3. Operational Support: Work closely with operational teams to understand their needs and provide data-driven support to optimize processes and improve efficiency.
4. Process Improvement: Identify and recommend improvements to operational processes based on data analysis and insights.
5. Collaboration: Collaborate effectively with the wider Customer Engagement team to align operational activities with the overall customer engagement strategy.
6. Data Integrity: Ensure the accuracy and integrity of customer data used for analysis and reporting.
7. Project Support: Provide analytical and operational support to customer engagement projects and initiatives.

Examples of Daily Tasks:

1. Downloading and analysing daily reports on customer engagement campaigns - service call volume, resolution times, unengaged customers.
2. Creating visualizations and dashboards to track key performance indicators and communicate insights to stakeholders.
3. Collaborating with the Qualifications Processing team to analyse processes, processing times and identify and remove bottlenecks.
4. Participating in team meetings to discuss customer engagement initiatives and operational performance.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law.