Digital Insights Analyst

Job Description

As the Digital Insights Analyst, you’ll play a key role in ensuring that customer insight is gathered robustly and consistently, in ways that we can share it with our stakeholders so that maximum value can be derived from it.

Please note the closing date for applications is : Sunday 13th September

ABOUT OUR OFFER

Personal benefits: Attractive remuneration, bonus opportunity, exclusive travel perks & discounts, extensive health & wellbeing support, and more.
Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance and offer hybrid or remote working models.
A career to shape: Opportunities to upskill, reskill and grow your career. Access the TUI Tech Learning Hub to level-up and reach your ambitions.
Expand your horizons: Participate in our tech communities and collaborate on global projects and teams.
Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation and the Sustainable Tech Community.

ABOUT THE JOB

Enthusiastic about the customer experience in the digital space and a customer-centric thinker, your main responsibility will be the implementation, integration, and enhancement of our primary customer feedback tool, Qualtrics. To do this, you’ll use your ability to understand the complex systems data architecture to build suitable dashboards for the Digital Experience, Product, Content, and other customer focussed teams, across products and markets, to suit business needs as the global ecommerce function develops - liaising closely with internal stakeholders and the external technical delivery team.

You’ll be responsible for ensuring that Qualtrics functionality is implemented appropriately and timely across digital products to enable the monitoring, reviewing, categorising and appropriately actioning of all customer feedback that we receive across our brands and markets. To do this you have a working understanding of JavaScript and HTML and will maintain a robust working relationship with our internal Architecture, VoC, and Analytics teams, as well as our third-party implementation partner. Your understanding of customer feedback tools and how best to use the insights to drive customer engagement improvements will see you identify useful new functionality and how best to incorporate this into existing processes and ways of working.

Working closely with the Digital Insights Lead you’ll ensure that the platform is implemented optimally to collect, extract, analyse and share feedback efficiently and accurately. You will support the Digital Insights Lead with analysis and be able to support with reporting and presenting insights to stakeholders. Using your solid understanding of the customer journey you will continuously look for new ways to join customer feedback up with other sources of insight (eg user research, analytics) so that it can be understood clearly and prioritised appropriately by the relevant team(s).

Your passion for the customer and deep understanding of the insight you provide will both be key attributes in how you engage with and influence stakeholders to achieve customer-centric outcomes from the information at your disposal.

ABOUT YOU

• Experience implementing and enhancing customer feedback platforms/tools such as Qualtrics
• Ability to understand application of, and improvements to, complex data structures
• Working knowledge of JavaScript and HTML
• Experience working in a complex and fast-moving Ecommerce environment
• Passion for understanding, analysing and continually improving the customer experience
• Demonstrable experience of collaboration with UX, UI and Digital Product teams
• Strong organisation and prioritisation skills, analytical and strong attention to detail
• Pragmatic, collaborative and constructive approach to delivering value

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.

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