Customer Experience BI & Performance Reporting Developer
Competitive Salary + Bonus + Benefits
On-site at Hook (RG27) with occasional travel
🚗 Hello from cinch – the UK’s trailblazer in simplifying car ownership! Our quest? To remove the faff and make car transactions as smooth as a well-oiled engine, all from the comfort of your own home. With the solid backing of BCA, one of the largest automotive groups in the UK, cinch is steering the future of car ownership with innovation, insight, and a bit of British charm.
The Customer Experience BI & Performance Reporting Developer is a key role within our Customer Experience Team and sits within the award winning (DataIQ – best place to work in data 2023) cinch Decision Intelligence function… The successful candidate will have a passion for providing data & insight through effective data visualisation and data modelling within a contact centre environment with the following core objectives;
- You will be responsible for producing and developing Business Intelligence reports for our contact centre, using the information to identify and highlight deviations and surface improvement opportunities.
- Delivery of clear, timely & accurate insights to numerous stakeholders across cinch supporting the Heads of Customer Operations, Customer Experience & Aftercare as well as the Operations Director, ensuring high quality outputs and delivery of critical reports and dashboards – democratising these for all colleagues to generate value & insights from.
- Work closely alongside other teams within Decision Intelligence, including; Data Analysis & Insights, Digital Analytics & CRO, Data Engineering, Data Science as well as teams across Customer Experience including our Finance Operations Aftercare and Affiliate Sales teams.
The role
- Develop, maintain, monitor & optimise reports, dashboards & shared datasets using our data visualisation tool (Power BI). Support the Contact Centre with Real-Time monitoring of service delivery via Zendesk our telephony & ticketing system, to ensure that the best service is delivered for our customers.
- Helping to build out defined metrics & measures for Customer Experience (CX) working with colleagues across CX to define and document these.
- Identify opportunities to automate manual data processes, to assist in increasing productivity levels.
- You will develop and maintain consistent data models, reporting tools and methodologies. You will also support the development of KPI’s, performance metrics and target setting processes. You will design, implement and drive improvement in the reporting processes, whilst ensuring you’re engaged with relevant stakeholders.
- Using your logical mindset and conducting regular reviews of the platform you will be able to identify system improvements that can support a data driven approach to running a contact centre highlighting the “so what?” in order to drive performance.
- Setting up, monitoring and responding to user-defined alerts / notifications, pro-actively investigating these and highlighting achievement of significant milestones and/or investigating potential issues as a result of being notified by an alert.
- Undertake root cause assessments where service issues arise, make recommendations to stakeholders to mitigate future re-occurrence.
- Build strong, open & trusting working relationships with key stakeholders, working with them to ensure their BI & Performance Reporting requirements at cinch are delivered in-line with requirements, enabling others to leverage the value of cinch’s data, putting the customer at the heart of cinch’s ambitions to deliver a “faff free” experience.
- Supporting with information, guidance & training that our colleagues across CX may require for them to navigate and make use of reports by using our BI & Performance Reporting platform and operational reporting platforms, as we strive for greater data democratisation.
- Regularly reviewing the output of your own & other colleagues work, ensuring high quality standards of work, adherence to best practice & punctual delivery of outputs – striving for excellence to maximise value to the team’s customers.
- Be an evangelist for the cinch Decision Intelligence function & data-driven decision making across cinch, championing, and facilitating data democratisation across the organisation.
- Stay abreast of industry trends and best practices in the use of data and advanced BI & Performance Reporting methods and share / implement knowledge acquired to drive continuous improvement.
The person
- You’ll be an experienced Customer Experience BI & Performance Reporting Developer, with at least 3+ years of demonstrable experience working in a technical capacity and demonstrable data visualisation competence, gained through experience of having working within, or closely with a BI team.
- You will have experience of delivering MI/BI across fast paced contact centre environments.
- Passionate about data & reporting, with proven data visualisation development skills. Well-versed in surfacing insights as well as data-informed recommendations to enact change.
- Excellent time management & workload prioritisation. Sets clear boundaries for stakeholders and can plan forward to ensure that business expectations and objectives are can be managed and met.
- Experience of working with Zendesk as a ticketing system and Zendesk talk as a telephony platform.
- Strong communication skills (written & oral). Experienced in helping others in surfacing their findings & recommendations to the intended audience(s), tailoring reporting solutions in creative & inspiring ways in order to influence decision making.
- Experience in contact centre reporting tools to provide real time reporting, ideally Zendesk Explore.
- A self-starter, you enjoy solving problems. Can demonstrate & adopt a pro-active approach and take initiative with minimal supervision / guidance. Able to work effectively both independently and as a member of a cross functional team.
- Strong stakeholder management, you are able to build strong working relationships with stakeholders at all levels.
- Demonstrable hands-on experience of Power BI (or similar BI Tools).
- Strong SQL skills are required as the primary means of querying / extracting data from source systems / Data Warehouse.
- Strong attention to detail.
- Experience of delivering self-service models and training end users on best practices around these.
- Experience of writing and supporting technical & administrative documentation.