Customer Insight Executive

Location: Gillow Heath

In this role you will be supporting the Customer Success and Membership Manager by combining frontline customer service with actionable customer and commercial insight. This is a hands-on role: 30% of time will be spent answering customer queries directly, with the remainder focused on analysing feedback, improving processes, and supporting commercial testing and improvement initiatives.

Hours:

Monday to Friday 9 5 Key Accountabilities & Responsibilities(include but are not limited to):

- Analyse customer tickets to identify recurring issues and opportunities for improvement. Suggest and coordinate solution to reduce those issues.

- Consolidating feedback from all channels, surveys, and reviews.

- Spend approximately 30% of time answering customer queries across email, phone, and chat to stay close to the customer experience.

- Provide regular business insight reports to highlight trends in satisfaction, complaints, and product/service performance.

- Support commercial and service improvements by working with marketing, retail, and digital teams to test initiatives.

- Assist with productivity and process improvements, including exploring use of AI tools.

- Run and monitor A/B tests to measure commercial and service outcomes.

- Support UX improvements by tracking customer pain points and testing changes. Desired Knowledge Skills & Experience - Strong analytical and problem-solving skills, with ability to spot trends in data and feedback.

- Clear communicator, able to translate customer and commercial insight into actionable recommendations.

- Organised, detail-oriented, and comfortable balancing service delivery with analysis.

- Experience with customer service platforms (e.g. Zendesk, Freshdesk, or similar) and/or survey tools.

- Interest in testing, AI, and process improvement a plus.

- Outstanding Customer service skills and a passion for providing the best customer service possible.

- Being reactive and responsive in a timely manner, ensuring the customers feel attended to in a speedy manner - Fluency in written and spoken English (essential) along with a great telephone manner and numerical skills.

- Enthusiastic about creativity