Customer Feedback Analyst

We are now looking for a Customer Feedback Analyst to join our team in Petersfield. As a key member of an expanding customer experience focused team, the main purpose of your role will be to take on responsibility for monitoring and managing Moneybarn’s existing customer feedback loops, including customer review sites and social media.

Reporting into the Customer Experience Communications Manager, you will play a key part in the future development of our Customer Engagement (and wider Customer Experience) Strategy, helping to shape and implement enhanced, effective closed loop customer feedback processes.

With previous experience in a Customer Insight or Feedback Analyst role, you will be well placed to continually listen to what our customers are saying, analysing what that means and share clear, concise insight from our customer base with key business stakeholders and a wider audience where needed. The information you share will be key to helping identify and drive customer experience improvements, resulting in improved customer outcomes.

If you share our passion for the customer experience, have previous experience of dealing with and analysing customer feedback, possess knowledge of wider customer experience principles, strategy and design and have relationship building skills that are second to none, we would love to hear from you!

What you’ll be expected to do in the role
  • Respond to customer reviews and comments in line with agreed Customer Communications principles and guidelines, investigating feedback and escalating issues to other teams where needed
  • Analyse customer feedback received via various customer feedback loops, amalgamating feedback and identifying trends and themes
  • Working with Customer Experience Communication Manager, produce regular reports which share customer insight with key business stakeholders and wider business audience as necessary, to drive customer-centric culture and increase wider knowledge and awareness of voice of the customer
  • Monitor impact of process changes and customer experience improvements/ initiatives on customer experience, by analysing change to customer sentiment and satisfaction, and reporting to key stakeholders and wider business
  • Help to provide a detailed understanding of what customers are thinking and feeling at each stage of their lifecycle with Moneybarn, to advise the business on how we can deliver an experience to customers throughout the customer journey, resulting in a more engaged and valuable customer base
  • Build relationships with other key areas of the business (Customer Operations, Direct Sales, Digital Marketing etc.) to ensure we understand key objectives/activity/issues in those areas, and can recommend gathering, analysis and use of customer research and insight at the point it can have most impact on customer experience
  • Design and oversee implementation and ongoing management of new customer surveys, and conduct customer research as needed (e.g. telephone interviews), to enhance understanding of customer sentiment throughout customer journey
What we’re looking for from you

Must have

  • Experience in a Customer Insight Analyst or Feedback Analyst role or equivalent, with a focus on understanding customer behaviour
  • Experience of dealing with customer feedback – monitoring, research, customer surveys, analysis, insight and action etc.
  • Able to analyse customer feedback and produce accurate, insightful commentary and recommendations, in a format which is clear and easy for others to understand
  • Passionate about importance of customer listening and customer experience, and able to inspire and motivate others
  • Knowledge of wider customer experience principles, strategy and design, including customer journey mapping, and customer experience improvement techniques
  • Excellent relationship-building skills, good team worker and able to communicate effectively to and work with a variety of stakeholders across the business
  • High level of attention to detail, and passion for accuracy and quality

Desirable

  • Comfortable delivering presentations and training sessions to share customer feedback insight with internal business audience/ management audience as needed
  • Previous experience within a customer-facing business, and/or a B2B2C environment
  • Knowledge and experience of using social media to interact with customers and obtain feedback and insights
  • Knowledge/ experience of Project Management, Project Coordination, Delivery & Execution
  • Knowledge of Financial Services Regulations
  • Knowledge of vehicle finance industry.
Working at Moneybarn

Working at Moneybarn is rewarding in every sense, and we believe that if we take care of our people, our business will take care of itself. As a growing company, we are always interested in hearing from people with potential. Our head office is in Petersfield, Hampshire.

We’re the UK’s largest specialist vehicle finance lender, and we’re part of the Provident Financial Group, one of the UK’s leading suppliers of credit products to the non-standard market. To find out more about us, including our history and values, click here.

Reasons to join the Moneybarn team

Ensuring we have a dedicated team is essential to our success, and we’ve worked hard to create a friendly working environment, which allows individuals to share ideas and deliver positive outcomes.

We want all employees to be able to fulfil their potential and excel in their role, so we invest heavily in training and development throughout the business. This approach enables us to nurture talent, and provide the very best outcomes for both our customers and the business.

The wellbeing of our team is incredibly important and we offer a gym, qualified instructors, keep-fit classes, Barney Bikes and regular fruit deliveries for employees to enjoy. We also run a range of regular in-house events and activities to promote interaction and communication within the company.

2017 marks Moneybarn’s 25th year of trading and we believe our continued success is driven by our values-based approach which underpins the way that we engage with our employees, customers and partners. Our values are: Fair, Approachable, Responsible & Progressive.

Benefits

We offer competitive salaries and a full employee benefit package, which includes a contributory pension, employee Sharesave and stock purchase schemes.

How do you apply?

Click on the "Apply now” button below. This will pop up an email which you can use to attach and send us your CV and covering letter telling us why this is the perfect opportunity for you.

Once we’ve received your CV and covering letter, if you’re successful at the first stage we’ll contact you to arrange an interview.

If you don’t hear from us within 7 days of sending us your application, this means you have been unsuccessful. We may not be able to provide confirmation and feedback to everyone who applies.

Important notes

  • We will keep your CV on our records for 6 months after your application
  • We will carry out full financial checks and Criminal Record Bureau checks as part of the recruitment process for all roles
  • As an employer that believes in the importance of cultural diversity in the workplace, we’ve signed up for the National Equality Standard (NES). You can find out more here.