Expire bientôt Bnp Paribas

Client Satisfaction Analyst

  • City of London (Greater London)
  • Marketing

Description de l'offre

Job Content

Role Description and Purpose

Client Feedback is a key strategic tool that provides an independent measure of our client experience and strength of client relationships. This is a newly created role that involves working closely with management to help develop and support the client satisfaction programme globally.

The Client Satisfaction Analyst will be responsible for managing existing client satisfaction surveys (including Greenwich) and creating a consistent global client satisfaction framework that gives actionable insights to enable decision making and action planning to improve the quality index across the end to end client journey experience. The Client Satisfaction Analyst will also be responsible for various ad-hoc client feedback surveys and benchmarking surveys that are needed to drive the improvement of client experience.

Key Responsibilities

• Responsible for ownership of client satisfaction research findings and delivery to major stakeholders and key decision makers ensuring actions are taken to address any gaps in the quality of client experience

• Combine insight gathered through data analysis and research with regular feedback received from clients to provide the business with a complete picture of how our clients view their experience with us

• Ensure all results of client satisfaction surveys forms a part of the sales account planning

• Be the central point of contact on client satisfaction and feedback for sales, client services and client marketing teams

• Build a framework to analyse and interpret client feedback sources from across the business to provide actionable insights, using data and text analytics to identify key trends and behaviours

• Build ad-hoc client feedback surveys to bring the voice of the client into the future state client experience

• Perform client experience benchmarking studies

Key Internal / External Relationships

Internal: Global Head of Client Experience, Client Marketing, Sales, Operations, Digital, Transformation and Client Service

External: Greenwich Associates and other benchmarking consultancies

Essential Qualifications & Experience

• Expert in working with Greenwich research studies and delivery

• Expert in customer experience analysis, Net Promoter Score, and client feedback surveys

• Strong industry knowledge with a good understanding of the customer life cycle and critical break points within it; keen understanding of customer satisfaction metrics and how to develop customer performance across the organization

• Experience of working across and within a large organisation with a matrix of operational teams and deliver effectively to business goals

Preferred Qualifications

• Comfortable with web analytics ecosystem and ability to draw on data from various analytics tools such as Google Analytics, Adobe Analytics or Tableau

Essential skills/competencies (TEchnical / behavioural / leadership)

• Ability to approach data with the right questions, recognizing trends

• Takes a structured approach to identify root causes and opportunities with the ability to validate findings using data from multiple sources

• Capacity to learn new methods of analysis and constant self-learning are critical

• Comfortable presenting to a broad audience of stakeholders

• Excellent communications skills (both written and spoken)

• Client focused and result oriented

• Excellent planning and organisational skills and proven ability to meet tight deadlines

• Ability to work collaboratively with other teams/functions in a multi-cultural environment

• Pro-active and responsive

• Fluent in English, oral and written

• Eye for detail - methodical approach to work

• Creativity - ability to think from different perspectives in different situations

• Excellent interpersonal skills - ability to liaise in a professional manner with all levels of staff/management and external contacts

• Willingness to travel

• An understanding of IT applications