Data Analyst (Customer Experience)

Location: Twinkl HQ, Sheffield 
Annual Salary: £22,000-£28,000
Contract: Permanent 

Job Description
 
You’ll be joining Twinkl’s growing analytic network (which includes eight data analyst and data scientists spread across sales, production, marketing, product and machine learning), partnering closely with Chief Customer Officer and Head of Customer Experience to produce actionable insights that will feed into the ongoing improvements to our Customer Experience. 

Taking ownership over the CX reporting dashboard, you’ll pull together information on upgrades, renewals, contact, activation rates and engagement metrics to ensure the team have the insights they need to make strong, data driven decisions. Our ideal candidate will be keen to dive deeper than reporting, turning data into action by making regular recommendations for improvements. This will involve running self-directed projects to investigate trends and identify creative solutions to any potential customer pain point.   

Ongoing projects: 

  • Feedback stream improvement – how can we better track and report on the customer feedback we receive? 
  • Contact demand analysis – how many lovely Twinkl Cares team members do we need to ensure we consistently hit our ambitious SLAs? 
  • Cake ingestion analysis – how much cake does the team need to consume per week to ensure that they stay happy and productive? 

This exciting position will play a key role in the success of our ongoing aim to provide exceptional support to our customers at all times. Please email careers@twinkl.co.uk or message Frazer Scott (Talent Acquisition Partner) on LinkedIn if you have any questions. 

Core Skills: 
  • Strong analytical mindset and relentless attention to detail
  • The ability to see projects through from conception to delivery, bringing actionable insight to bear
  • Excellent communication and presentation skills
  • Knowledge and experience of MS Excel 
  • Experience and/or keen interest in learning SQL 

Beneficial but not essential: 
  • Knowledge of CRM systems 
  • Experience with data visualisation (e.g. Tableau) 
  • Experience running A/B and multivariate tests 
  • Experience of or an interest in sentiment analysis 
  • Experience in an analytical programming language such as Python or R

Soft Skills: 
  • Is good fun to be with and has the ability to communicate well with others 
  • Is organised, able to work to deadlines, and manages time effectively 
  • Is able to communicate with colleagues and our external partners effectively, both written and verbally 
  • Has a hard work ethic, is passionate, driven and loves what they do 
  • Is honest, trustworthy and reliable 
  • Produces quality work and is ready to learn new skills 

Qualifications & Experience: 
  • Undergraduate degree (or higher) in a related field, or equivalent work experience 
 
Twinkl are proud to be an Equal Opportunities Employer. We celebrate diversity within all of our teams and are committed to continuing to build an inclusive workplace for all. 

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