Customer Assurance Analyst

Primary Role Purpose:

Reporting to the Head of Customer Performance Analysis and Improvement (CPAI), the Analyst will support business analysts and play a significant role in improving CSAT and making our client a low-effort business to work with. Acting as the customer's representative to flag and drive operational areas for improvement by identifying and removing operational bottlenecks.

This will be achieved through identifying process, application or system improvements from CSAT survey feedback, customer and operational teams feedback, and data analytics. Using case trend analysis and data mining of available data to identify initiatives, highlight trends, and opportunities to reduce support requests across all of our client's products and services. You will provide regular reporting against initiative identification and their progress against delivery.

Key Responsibilities:

• Driving improved customer satisfaction by reducing effort.
• Identifying areas to drive reduction in customer support cases.
• Using statistical data analysis to predict trends for continuous improvement/investigation.
• Using tools and techniques to visualize data in easy-to-understand formats, such as diagrams, graphs & dashboards.
• Preparing and presenting reports for stakeholder reporting.
• Supporting review of business processes to recommend improvements.
• Monitoring data quality and identifying corrupt data.
• Working with stakeholders to capture business requirements to drive change.
• Providing regular status reporting and dashboards against pipeline initiatives.
• Responsible for capturing, maintaining and reporting continuous improvement initiatives.

Knowledge and Experience:

• Experience with ServiceNow, Tableau, and Google Cloud Platform tools.
• Excellent analytical and problem-solving skills.
• Data-driven storytelling and visualization skills.
• Understanding of agile ways of working.
• Strong communication skills, verbal and written, with the ability to break down complex topics into simplified outputs.
• Proactive work ethic with a positive attitude.
• Experience in using customer service systems.
• Business process improvement methodology experience e.g., Six Sigma.
• Background in customer support.

Desirable Knowledge and Skills:

• Ability to drive and deliver projects.
• Previous experience in the Satellite Communication industry.
• Understanding of IT infrastructure and communication protocols.
• Six Sigma experience and/or qualification (green, yellow, etc.).
• Previous experience working with a satellite communications company.