Lakeside, Portsmouth
Membership Advice
About The Role

Customer Experience Analyst

Full Time – Competitive Salary + Excellent Benefits

35 hours per week - Monday to Friday

Customer experience is at the heart of what we do at Checkatrade. Therefore, we have a newly created exciting opportunity for a customer experience professional with an analytical and strategic mindset to identify and implement process improvements. As a Voice of the Customer Analyst you will be using your sound customer experience background to map out the customer journey, analyse and develop feedback surveys and identify and implement process improvements.

Where do you fit in?

Driving our Voice of the Customer programme, you will work collaboratively with business leaders to implement fit for purpose customer surveys across multiple channels. You will undertake root cause analysis to pinpoint customer issues/ pain points furthermore identifying corrective actions to improve our Net Promoter Score. This could mean providing the business with recommendations across process improvements, training and/or technology enhancements. Living and breathing all things customer experience you will champion operational excellence and best in class service.

What’s in it for you?

  • An exciting opportunity to join a household digital brand that is investing heavily on its future.
  • An opportunity to spearhead our newly created Voice of the Customer programme focussed on driving our growth through detailed analysis of customer feedback.
  • An opportunity to make a difference, using your customer experience expertise, inquisitive mind and knack for continuous improvements.

What do you need to succeed?

  • Strategic and analytical mindset with a deep understanding of best in class customer experience desirably gained within a contact centre environment.
  • Collaborative approach with excellent written and verbal communication skills.
  • Customer journey mapping experience along with sound understanding of NPS drivers.

About Us

Checkatrade is the consumer choice for finding a local reputable and reliable tradesperson. For over 20 years, we've been the place where reputation matters most - and if you join us, you’ll ensure that our teams continue to uphold these high standards.

With over 38,000 of only the best trades on our books who've passed a robust vetting process, we're staying true to our core business belief which is -  'Checkatrade does the checks so you don't have to.'

We're currently going through a period of significant investment and growth and we're looking for exceptional people to join us on our journey to help us achieve our ambitious goals. This is a really exciting time to join our team.