Customer Experience and Quality Analyst - Reed Talent Solutions : Job Details

Role OverviewThe Customer Experience and Quality Analyst will report directly to Continuous Improvement Manager. In this role, you will be responsible for:

• Analysing existing systems and operational procedures
• Understanding the operational needs and business goals of the company
• Collecting relevant data from within the company and from clients
• Creating databases for data storage and future access
• Building and maintaining power BI and utilising Microsoft tools as part of your role
• Adhering to company policies and legal requirements in relation to data collection
• Analysing data through a variety of statistical methods and models, from spreadsheets to graphs
• Presenting data and recommendations to senior management teams
• Tracking the progress of operational changes that are implemented across the company through key performance indicators

Reviewing data collection processes and assessing the validity of the information storedSkills and Experience RequiredTo excel in this role, you will need to demonstrate:

• Background or education in Maths, statistics and English Beneficial
• Minimum 2 years working in a statistics or Analytical role
• Minimum 2 years of experience working in an operational or administrative role within an Organisation
• SQL and Database experience
• Experience with statistical and mathematical models
• Excellent knowledge of databases and programs such as Excel or Google spreadsheets
• Great communicator, able to translate requirements to Technical and tech to business language. Aswell as the ability to present complex information in an easy-to-understand format
• Ability to turn complex data and trends into visual graphs for presentation with Data visualisation experience through different tools like Tableau, PowerBI, etc
• Ability to source raw data through interviews with employees, customers and clients

Desirable

• Adobe Insight tools experience
• Data or BI Analyst certification
• PowerBI Certified
• Knowledge of improvement methodologies (root cause analysis, 5why etc.)

About UsThe Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:

• CaringWe care about our colleagues and the people whose lives we are here to transform.
• ConnectingWe will transform lives through our ability to make positive connections.
• TransformingWe are committed to transforming lives and making a positive societal impact.

Our Inclusive Working EnvironmentBy fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.What We Offer

• Generous Annual Leave – 30 days plus Bank Holidays
• Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
• Interest-free loan for season tickets for buses and trains
• Cycle to work Scheme
• Subsidised eye tests & flu jabs
• Life assurance scheme
• Give as you earn scheme
• Employee assistance programme (EAP)
• PAM Assist and PAM Life scheme (Wellbeing)
• Enhanced family and sick pay
• Paid volunteering (2 days a year)
• Recognition Scheme
• Discounts portal to numerous retailers

Flexible WorkingAt MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.Career DevelopmentIn MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.Reserve ListIf you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.Application ProcessThe law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions...