Customer Experience Analyst

Leatherhead, Surrey

Why work for us?

You’ll be integral to ensuring that our customer, partner and colleague experience is seamless.  This role offers the opportunity to create actionable insights, using qualitative and quantitative data, providing oversight of the customer journey, painting a picture of the experience with Premium Credit and identifying pain points.  Your analysis and insights will enable us to take data-led decisions to drive improvements and provide improved customer experiences.

• Competitive salary up to £45,000 per annum
• A workplace pension scheme
• Hybrid working, with collaborative days in our Leatherhead office
• 25 days annual leave (plus bank holidays), with options to purchase and sell up to 5 days holiday per year (pro rata)
• Private health and dental cover
• Support and investment in your personal development
• 24/7 access to Employee Assistance Programme and Mental Health First Aiders

What we do

Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland. We are a multi award winning business lending more than £4.5 billion to over 2.5 million customers through a network of almost three thousand partners- and growing.

We are a successful business with a Trustpilot rating of 4.5, a Net Promoter Score of +78, a Glassdoor rating of 4.5 and a Silver Sustainability medal.

The Role

This is an exciting time of growth for us, and we are hiring a Customer Experience Analyst to help us continue this success. This is a great opportunity to develop a varied and rewarding career with a company that invests in, recognises and rewards its people.

As part of the Customer and Partner Experience team you will work collaboratively across the organisation to provide effective data insights that enable strategic decisions to improve the customer journey performance.  

You will also:

- Conduct qualitative and quantitative research and analysis, utilise available data and collaborate across the business to gain an understanding of the Customer and Partner experience

- Use appropriate research methods to establish Customer ad Partner needs (e.g. focus groups, one-to-one interviews, data)

- Understand customer and partner needs through collaboration with internal stakeholders and partners, mapping journeys for each proposition or product

- Collate and contribute necessary data and insights to business cases for change, tracking and monitoring the effect of implementations on journey performance.

- Work closely with Data Function; interrogating and interpreting large data sets to identify trends and draw conclusions, using this to inform and provoke strategic thinking.

Who we are looking for

If you’re an individual who thrives in a fast-paced environment, able to work collaboratively with others and are looking to make a difference, this is a brilliant opportunity to advance your career to the next level with our sector-leading company. At Premium Credit, you will be supported to develop and expand your skills, knowledge and experience.

To be successful as our Customer Experience Analyst you will be able to combine your data and analysis skill with your ability to communicate effectively across the organisation and with external stakeholders, enabling you to develop a deeper understanding of the Customer Experience. 

- You’ll have previous experience in an Insight role, ideally including specific customer research experience

- You will have advanced MS Excel / SQL skills and it would be preferred if you have the ability to build dashboards and reporting solutions using BI tools such as PowerBI, Tableau or QlikView

- You’ll be able to translate data to insights, then to actionable recommendations

- You’re great at developing relationships, able to manage stakeholders and work collaboratively across multiple teams

- You have excellent communication skills, both written and verbal, able to adapt information to the intended audience.

If you have experience in the insurance or financial services industries it would be beneficial, as would an understanding of key financial and commercial performance metrics.

We are committed to providing reasonable adjustments or accommodations for applicants, so if you need assistance or support during the recruitment process, please let us know on the application form or by sending an email to (url removed)

If you are made an offer of employment you will be required to prove your eligibility to work in the UK before you start work. You must reside in the UK from the start date of this role; unfortunately we are unable to provide visa sponsorship at this time.

To ensure you can work from home efficiently you will be asked to provide your internet speed at the application stage.

Premium Credit are an equal opportunities employer with a strong and passionate commitment to Diversity, Equality and Inclusion in the workplace. We welcome applications from all sections of the community and encourage people from all backgrounds to apply. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be. We are open to part-time working and job share.

By submitting your application, you agree that Premium Credit may collect your personal data for recruiting and related purposes. To view our Privacy Notice please go to: (url removed)>

All postholders will be subject to appropriate pre-employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment.

So, if role appeals to you and you’re looking to join an industry-leading organisation, please apply. Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply? And if you’re in a job share just apply as a pair. We look forward to hearing from you.

Please note, we reserve the right to close this vacancy early if we identify a number of suitable candidates. All applicants will be advised if the vacancy closes early.

We are not engaging agency support for this role and respectfully ask that agencies do not submit unsolicited candidate details to Premium Credit Limited in relation to this role.