Customer Experience Reporting Analyst

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.