Customer Experience(CX) Data & Insight Analyst

Position Summary

Why join our team?

This opportunity sits in one of the teams closest to our customers. The European Customer Experience (CX) team is dedicated to identifying customer problems and finding solutions to enhance the quality of customer support we offer. As a team, we look at customer feedback and see where we can optimise our processes and engagement to delight customers whenever they have an issue with our products or services. The CX Part has several areas of focus, these being digital engagement, Business-to-Business (B2B), CX innovation and insights, and Contact Centre. This role will sit in the Contact Centre Innovation & Operation team.

We are a dynamic team that prides itself on innovative ways of improving CX in a fast-paced and often challenging environment that can give you a lot of job satisfaction by delivering the best experiences for our customers.

Role and Responsibilities

Your key responsibilities

We are seeking someone who can come in and help improve our various customer journey touchpoints/channels, including social media, by analysing customer insights as potential contact drivers and supporting us with call & chat data analysis and reporting. The ideal candidate will have a keen interest in analysing insights & data with an understanding of how social listening works and analyse customer insights from surveys & call/chat transcripts. We are looking for someone who can analyse a vast amount of data and bring the key insights forward into reports and dashboards. It goes without saying we need some analytical thinking, so working with numbers will be important, in addition to quantitative analysis. Furthermore, the ability to interpret meaning for Samsung and to be able to think on your feet will be important as this role requires you to find the right information that can directly lead to us making the right changes in our support delivery that will benefit our customers and our business.

Day-to-day deliverables will include but are certainly not limited to:

• Gather customer insights by analysing data coming from our Contact Centre.
• Analyse sales data created from the Retention Programme implemented in the Contact Centre.
• Build PowerPoint presentations using customer feedback and social listening data, seeking proficiency in MS Office.
• Build listening dashboards under very little supervision that we can share internally.
• Understand keywords and text analytics, with the ability to turn conversation threads into charts and trends.
• Have an inquisitive mind and be willing to learn and adopt skills to get the most out of this tool.
• Ability to interpret meaning for Samsung - the ability to analyse data, themes, and information to find opportunities to improve customer support and suggest potential actions.
• Analyse customer feedback data, social media buzz, and perform good analysis.
• Ideally, some exposure to contact centre metrics and surveys (Customer Satisfaction Score, NPS, etc.) would be advantageous.
• Support work on our Samsung community and digital team and coordinate various pieces of work.
• Communicate our needs clearly to the solution providers and willingness to learn how to build visuals for different types of data - for example, sentiment, text, threads, themes, and trends online.

What we need for this role

To be successful, you will possess the following skills and attributes:

• Strong Excel and analytic skills to analyse large-scale sales data, numbers, and KPIs sitting in Contact Centre operations.
• Graphically inclined, someone who understands that the outputs are as important as the content (i.e. data and charts).
• Willingness to learn and someone who always wants to know more.
• Understand various KPIs (NPS, Customer Satisfaction, Effort) and ideally an understanding of contact centre metrics would be very useful.
• Ability to interpret meaning from often vague and unstructured information such as text.
• Interest in customer social, digital & offline (Phone, Chat) journey.
• Interest in market research and insights.
• Korean speaker would be preferred.

What does success look like?

Success in this role will be to surface customer challenges through PowerPoint, dashboards, and Excel and contribute to improving the relevant key performance metrics by updating regular reports to the collaborators. We expect this role to have a solid impact on how we showcase our customer issues through visuals, graphics, charts, tables, and analytics, all the while supported with solid evidence and data.

Bringing fresh ideas, energy, and thinking to this role is also important, so we are keen to talk to people who can give us new ideas and explore more efficient ways of understanding our customers.

The interview process

As part of our recruitment process, you will have a 1st interview with the reporting manager and senior leaders in CX Part. The 2nd interview will be with our Senior Director, where topics associated with customer journey improvement will be given to the candidate, and accordingly, the deck has to be prepared to present for 20-30 minutes. Usually, this stage is the last stage of the process, but on occasion, candidates may be asked to attend an additional interview.

Skills and Qualifications

Benefits of working at Samsung include

• Hybrid working – 3 days in the office and 2 days at home per week.
• Bonus scheme linked to individual, team, and company performance.
• Pension contribution.
• Three volunteering days each year.
• Holiday - 25 days plus bank holidays and an additional day off for your birthday.
• Access to discounts on a wide range of Samsung products.
• Access to a discount shopping portal.

• Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency.
• Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need.

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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