Insight and Speech Analyst

Hours: 36

Salary: Competitive

Location: Dundee

United Kingdom

Apply by: 06/07/2020

Insight and Speech Analyst


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About the role

Tesco CEC in Dundee are now recruiting for a talented Insight Analyst who will use customer and business data to create actionable insight that enables the team and Tesco stakeholders to identify and implement changes that helps serve Britain's shoppers a little better every day.

Key people and teams you will work with in and outside of Tesco:

- Other CEC teams (incl. Business Partners, Performance Insight and Operations)
- Internal stakeholders across Tesco (may incl. Online, Retail, Product and Fulfilment)
- External stakeholders (e.g. marketplace partners)

You will be responsible for

  • Turning data into actionable insight that enables your team and wider stakeholders to understand the customer experience, highlight issues and opportunities, identify the root cause of issues and support business decisions. 
  • Use insight to proactively identify and raise opportunities that will improve the customer experience.
  • Producing daily, weekly and periodic customer insight using a range of data sources, methodologies, data visualisation and speech analytic tools to represent the customer experience.
  • Producing ad hoc reporting in response to emerging issues, peak trading periods and manager requests.
  • Producing call montages to help bring to life for stakeholders the customer experience that my insight identifies. 
  • Improving CEC speech and insight reporting to ensure the reports are relevant, timely, accurate and actionable.
  • Identifying new techniques and processes to better understand the customer journey.
  • Building strong and trusting relationships within the CEC and with wider Tesco stakeholders.  
  • Keeping your skills and knowledge up-to-date by using the training and learning available to me.
  • Sharing knowledge and best practice with my fellow insight analyst and speech analyst peers.
  • Following our Business Code of Conduct and always acting with integrity and due diligence.

You will need

  • Data manipulation and visualisation.
  • Data/ trend analysis and drawing out insight.
  • Attention to detail.
  • Effective verbal and written communication.
  • Ability to manage and prioritise workload.
  • High degree of numeracy.
  • Working with multiple data sources to create reports.
  • Turning data into insight that supports understanding and decision making.
  • Managing stakeholder relationships.
  • Customer service focussed roles.
  • Contact centre experience.

What’s in it for you

We offer excellent benefits that help make Tesco a great place to work.  These include but aren’t limited to:

  • An annual bonus scheme which you can achieve up to 3.5% of base salary
  • Colleague Clubcard (including a 2nd card for a family member) after 6 months service with 10% off most purchases at Tesco
  • Holiday starting at 20 days plus a personal day
  • A retirement savings plan - 4%-7.5% contribution rate
  • Life Assurance - 5 x contractual pay
  • Buy As You Earn Scheme
  • Save As You Earn Scheme
  • Deals & Discounts through Tesco including Tesco Mobile & Tesco Bank
  • Deals and Discounts through many other external businesses

About us

Serving Britain’s shoppers a little better every day...that's our core purpose, and that's what we pride ourselves on here in the Customer Engagement Centres.

We're on hand to sort out all manner of queries that our shoppers might have – anything from Tesco Direct products, Clubcard, Online queries or the quality of Customer Service in our stores - we have the opportunity to be involved in all aspects of what we offer our customers.

Application process

Our office application process varies depending on the role and the level of experience needed.

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