TUI Group • Luton, United Kingdom

Customer Experience Reporting Analyst

Employment type:  Full time

Remote-first

A little flex time

Job Description

As a Customer Experience Reporting Analyst, you will play a pivotal role in analysing and transforming data into impactful reports. Working as part of a matrix team spanning the Group CX Reporting and UK CX functions you will use internal and external customer data and use your expertise to contribute to a profound understanding of customer satisfaction and customer behaviours and driving us closer to achieving our NPS goals and surpassing Customer KPI targets.

At TUI we believe that work is something you do not somewhere you go, therefore we are pleased to advise we can consider a hybrid working model for this role. Closing date for applications will be Wednesday 24th April

ABOUT THE JOB:

  • Creating impactful and automated reports: Using customer and operational data with your ability to analyse complex data you will shape timely, comprehensive and automated (Tableau) reports, dashboards and infographics with essential customer feedback KPIs and actionable insights, which you are able to explain and strategically distribute across the organisation
  • Turning complex data into insights: You will be responsible for turning customer data into actionable outputs and reports, monitoring the performance of various touchpoint KPIs and translating complex operational data into insights.
  • Being a Customer Champion: you will be monitoring and reporting on CX and QM initiatives and projects, showcasing their impact on our customers’ journeys and providing advice on customer journey interventions to proactively impact NPS.
  • Responsive CX Data Partner: serve as the primary point of contact for local/central colleagues seeking recurrent and/or ad-hoc reporting and customer feedback data support. You will also liaise with our customer data teams to ensure our datamarts are fit for purpose, requesting and joining new value-adding data sources as needed.

ABOUT YOU

  • Reporting Specialist: your expertise spans beyond spreadsheets, extending to reporting & dashboarding tools such as Tableau, Spotfire or PowerBI – the knowledge of Snowflake will set you apart, even though it’s not mandatory.
  • Insight & Storytelling: you possess the art of translating KPIs into impactful reports, dashboards, and infographics that not only inform but captivate using Tableau or another equivalent tool.
  • Data Mastery: you are experienced in analyzing large data volumes using tools such as SQL
  • Analytical Mindset: your demonstrable analytical problem solving capabilities and experience in (statistical) customer analyses gives you a unique edge in extracting profound insights
  • CX Tools: familiarity with survey and customer feedback tools like Qualtrics, Medallia, MWM2 or Cognos is a plus
  • Educated to a degree standard, ideally in a mathematical, economic or scientific related discipline, with demonstrable experience within a similar role.

ABOUT OUR OFFER

  • Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
  • Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
  • Discretionary Bonus Scheme
  • Private Medical Insurance, single cover with option to add dependants
  • Permanent Health Insurance
  • Excellent rates with foreign exchange
  • Pension scheme and life assurance

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.​

We love to see your uniqueness shine through and inspire the future of travel.​ If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

If you require any further information regarding this opportunity, please email careers@tui.co.uk .We really value your interest in TUI and will be back in touch with you shortly after the application closing date.

Company benefits

Travel credit – All benefits vary by location and job role, we'd be happy to chat to you about this in more detail
Work from anywhere scheme – TUI WORKWIDE means colleagues can work from abroad for up to 30 working days a year
Employee discounts
Flexible working week
Bank holiday swaps
Time off in-lieu
Religious celebration leave
Buy or sell annual leave
Health insurance
Gym membership
Open to part time work for some roles
Mental health platform access
Enhanced maternity leave
Shared parental leave
Pregnancy loss leave
Enhanced paternity leave
Compassionate leave
Cinema discounts
Season ticket loan
Travel insurance
Cycle to work scheme
In office catering
Commuter loan
Annual pay rises
Annual bonus
Life assurance
Salary sacrifice
Matched pension contribution
In office workout classes
Teambuilding days
Employee assistance programme
Charity donation scheme
Enhanced sick pay
Share options
Faith rooms
Volunteer days
Lunch and learns
Hackathons
L&D budget
Sabbaticals
Personal development days
Mental health days
Location
88%
Employees are very happy with their working location freedom
Hours
80%
Employees are largely happy with the flexibility in the hours they work
Benefits
76%
Employees are largely happy with the benefits their company offers
Work-life balance
72%
Employees feel that they can switch off quite easily from work
Role modelling
76%
Employees feel that most people work flexibly
Autonomy
81%
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Diversity
70%
Employees feel that the diversity is good and there are continued efforts to improve it
Inclusion
75%
Employees feel that the culture supports equity and inclusivity well
Culture
80%
Employees enjoy the working environment
Mission
75%
Employees feel quite excited about the company mission
Salary
52%
Employees feel that their salary is fair and in line with the market average

Working at TUI Group

Company employees

60,000 globally

Gender diversity (male:female)

80:20

Office locations

Austria, Belgium, Brazil, Canada, China, Denmark, Finland, France, Germany, India, Ireland, Mexico, The Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, USA

Hiring Countries

Austria

Belgium

Croatia

Denmark

Dominican Republic

Finland

France

Germany

Greece

Indonesia

Malaysia

Mexico

Netherlands

Norway

Portugal

Spain

Sweden

Thailand

Tunisia

Türkiye

United Kingdom

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024

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