Customer Insights & Improvement Specialist - Remote

Overview

The Customer Insights & Improvement Specialist will join our dynamic Customer Service Operations team, which is dedicated to delivering exceptional experiences by understanding and addressing customer needs. This role is pivotal in driving organisational improvements by capturing and analysing the Voice of the Customer (VoC) and turning insights into impactful actions.

In Short

• Implement and oversee VoC programs, collecting customer feedback through surveys, support interactions, NPS scores, and other channels.
• Use text and sentiment analysis tools to turn customer feedback into actionable insights, highlighting pain points and improvement opportunities.
• Analyze customer service data to uncover trends, recurring issues, and areas for improvement.
• Investigate issues at a deeper level, determining root causes of common customer complaints or obstacles to customer satisfaction.
• Develop visual reports and dashboards to communicate insights to relevant teams, ensuring a shared understanding of key insights.
• Work closely with product, engineering, and quality assurance teams to relay customer needs and ensure they are addressed in product improvements.
• Engage regularly with stakeholders, delivering reports and recommendations on how to enhance customer experience.
• Partner with operational teams to drive process changes, product updates, and training programs based on VoC insights.
• Track the impact of improvements on customer satisfaction, efficiency, and other KPIs.

Requirements

• Minimum of 2 years relevant experience in an operational role.
• Excellent understanding of all customer operations functions, project management, managing tickets, stakeholder management, and data analysis.
• Strong communication skills, excelling in handling communication at all levels and presentation skills.
• Advanced analytical, decision-making, and problem-solving skills.
• Proficiency in English; additional languages are a valued asset.

Benefits

• Hybrid work policy.
• 4 weeks of Workation (T&C apply).
• Well-being allowance to support your active lifestyle.
• Private health insurance.
• Discounts across a range of retailers, gyms, bars & restaurants.
• Employee assistance program for support during challenging moments.
• Relocation package with 3 weeks of accommodation and flights for non-Malta residents.