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Location One Stratford Place, Stratford
Business Area / Department Head Office ~ Commercial
Type of Role Perm - Full Time
Salary & Benefits Competitive
Closing Date 21/01/2022

Customer Experience Analyst

Job reference: SYS-7658


Two schemes


Educational development


Cycle to work scheme

Free Travel

For you and your family

Be part of something rewarding, by joining Greater Anglia you’ll be helping our customers get from A to B. With a staff of over 2,500, we operate a busy commuter service from London Liverpool Street to destinations across the east of England.  

We have an excellent opportunity to join our Commercial team as a Customer Experience Analyst.  

This is a full-time manager grade position working 37 hours per week. Although you will occasionally be required to be located across our network, you will predominately be based at our One Stratford Place (OSP) office. This role involves both a combination of office working when required by the business and also the flexibility to work remotely from home. This is subject to workload and business needs/commitments.   

The Role  

The key focus of this role will be to improve the experience of our customers across the Greater Anglia network, by providing highly detailed analysis, research, and reporting to support the business delivering tangible improvements.  

Essential to the role is the provision of timely and effective customer experience measurement and insight based on the latest customer surveys and research.  

Within this role you will use technologies such as dashboards, Power BI, and analytics to help departments and individuals across the wider business visualise and forecast information and solutions to drive positive change.  

The role will involve you working closely with the customer experience team, wider business and industry partners to support GAs continual customer experience development, including the implementation of business change programmes. 

 What we are looking for  

We are looking for an individual who is conversant with understanding and manipulating sets of data. You will ideally have experience of producing meaningful and insightful analysis, including the presentation of insight-driven recommendations to others. The successful colleague will ideally have proven experience of using visualisation to summarise complex business data into an easily digestible format, e.g. through the use of dashboards, scorecards or Power BI.  

In addition, we are looking for someone who has an excellent working knowledge of Microsoft Office products, in particular Microsoft Excel.   

You will have proficient communication skills (written and verbal) as you will be required to communicate at all levels with internal and external stakeholders. The successful individual will have excellent attention to detail and an ability to analyse and interrogate high volumes of data. 

Educated to graduate level is preferred but not essential for this role. 

The closing date for all completed applications is on Friday 21st January 2022  

*Please note vacancies can close earlier due to high influx of candidate applications* 

To succeed in this role, we are looking for people who can bring our four behaviours to life in your everyday work:  

·        Genuine … be welcoming, customer-centric and respectful  

·        Professional… be solution-oriented, accountable and delivering to promises  

·        Proactive … be progressive, innovative and decisive  

·        Inclusive … be connected in your thinking, empathetic and promote diversity  

Greater Anglia can offer you a great work/ life balance alongside a generous salary. If learning, developing and growing your career is as important as great benefits such as free travel, pension, family discounts, and cycle to work scheme, then apply now, and see what we can do for you!