Customer Insight Analyst
The role of Customer Insight Analyst is pivotal in enhancing performance, efficiency, and customer experience within the Sales domain. The ideal candidate will have a strong understanding of sales processes and customer engagement strategies.
The key responsibilities include:
* Supporting governance structures: Prepare and support the implementation of sales governance by aligning roles and responsibilities.
* Developing data insight processes: Develop and formalize a process for capturing, analyzing, and utilizing customer and sales data insights to inform decision-making and strategy.
* Participating in CX initiatives: Actively participate in monthly CX meetings, coordinate the analysis of customer feedback, and summarize findings to identify improvement areas and propose actionable steps.
* Process improvement initiatives: Identify, initiate, and support at least three process improvement projects aimed at enhancing sales efficiency, customer experience, or operational effectiveness.
* Outbound sales pilot: Design and execute a pilot outbound B2C sales action, leveraging data insights to target and engage customers effectively.
* Quality review and ticket analysis: Support quality assurance activities such as call reviews and process evaluations. Analyze customer tickets to extract insights, identify inefficiencies, and recommend process enhancements.
* First-year focus projects: Lead the preparation and rollout of a repeatable process for data insight capture and usage across Sales operations, launch and monitor a minimum of three process improvement initiatives with measurable impact, and plan, execute, and evaluate a pilot outbound B2C sales campaign using insights to refine future actions.
We are looking for a proactive and analytical professional who thrives in a dynamic, cross-functional environment. You should be passionate about using data to drive sales performance and customer engagement.
The required skills and qualifications include:
* Experience in data analysis, preferably within a sales or commercial operations context.
* Strong understanding of sales processes and customer engagement strategies.
* Proficiency in data visualization and reporting tools (e.g., Power BI, Excel).
* Ability to translate data into actionable insights and strategic recommendations.
The desired skills and qualifications include:
* Familiarity with CRM/ticketing/telephone systems (e.g., Salesforce, SAP).
* Experience managing or supporting process improvement initiatives.
* Knowledge of customer journey mapping and sales funnel optimization.
* Strong communication and stakeholder management skills.
* Experience working in or with Contact Centers or in Customer Service environments is a strong plus. Alternatively, a demonstrated interest in customer experience is highly valued.
* A Master's degree in a relevant field (e.g., Business Analytics, Data Science, Economics) is a plus, but not a strict requirement.