VistaJet

  • Customer Service Insight Analyst

    Requisition ID
    2018-1258
    Location
    London
  • Job Profile

    VistaJet, the first and only global business aviation company, is looking for a Customer Service Insight Analyst to join the Customer Experience team in London.

     

    The VistaJet experience is tailored so that passengers always feel at east to work, entertain and relax all on the same journey. We pride ourselves on providing exceptional standards of quality, style and service. 

     

    You will report directly to the Executive Vice President of Customer Experience and will be integral in enabling us to improve the tracking of our performance in customer experience and service. Your work will inform change and decision making in the business.

     

    Your Responsibilities

    • Establishing and developing a system of metrics from data in internal IT systems, including Salesforce, so that the business can track performance in Customer Experience and Service;
    • Producing monthly analysis of data, statistics and dashboards to demonstrate trends and identify areas which need addressing, to enable the company to view performance and to drive change and decision making;
    • Working with IT to develop the system for feedback so that it gathers relevant information and delivers data that can be used to drive decisions and improvements in the company.  Once the system is established, adapt the gathering of data and its analysis to reflect changes in communication styles of customers and developing trends;
    • Receiving all feedback from various sources through the company feedback tool, investigate the Feedback, chase relevant departments for responses and ensure the feedback is addressed and responded to by the relevant person. Spot trends, log and track progress of developments initiated within each department to ensure improvements in areas of weakness;
    • Analysing data, produce relevant statistics and recommendations to reflect the feedback content and demonstrate improvements by departments;
    • Working across departments, set up a system to track performance in all departments according to KPIs set against client expectations, produce monthly and annual data to demonstrate KPI performance. This will involve quality audits of all forms of communication with clients, as well as other audits;
    • Logging what each department is doing to ensure improvements in their performance, produce dashboards to demonstrate the above. Report findings back to the Board.

    Required Skills, Qualifications, and Experience

    • A passion for details, a critical eye and you’re naturally inquisitive. You will dig into the reasons behind the figures and data, be able to interpret the trends and statistics, present findings clearly, show trends;  
    • You adopt a creative approach to see how data can assist the business;
    • Experience in data analytics is essential and client feedback analytics is preferred, knowledge of NPS is an advantage, but not essential;
    • Your communication and presentation skills are outstanding. You can present data visually and possess clear and concise written and spoken communication skills;
    • Excellent interpersonal skills, that will enable you to build relationships across the business, and you are keen to work in a fast-growing and fast paced business;
    • Experience using Salesforce will be beneficial.

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