Job description
Employment Type:
Employee
Contract Type:
Permanent
Life At Planet
Do you love putting smiles on faces? Do you want to work in an environment that is obsessed with making customers and employees happy? Do you want to be part of a global mission to revolutionise commerce and payments? Do you want to be working in a progressive organisation with the ambition to be the global player in what we do? If you do, then this role could be for you….
Here at Planet we are extremely proud of our heritage of over 30 years. And it is what makes us a unique payment partner for many of the world’s most prestigious brands. We don’t just provide world class commerce and payment services, we generate revenue for our customers, and we help them grow. In the early days, we set out to simplify the complex payment process of VAT refunds for international shoppers in Europe. Fast-forward to today, and our single payments platform is unique in the industry – the only one that offers acquiring, processing, digital wallets, VAT refunds and currency conversion services. We have recently integrated several other tech businesses – Protel, Hoist, Datatrans, Proximis – to help us to continue to grow and dominate the market as we set about our mission of being a world leader. And with strong Private Equity Investors from Advent International and Eurazeo, we are well set up to win.
We know that it’s our people that differentiates who we are and what we do…and that is why we
are keen to hire world class talent like you.
Role Overview
As the ‘Voice of the Customer’ analyst you will pioneer an innovative approach to collecting, analysing and resolving customer issues, based on customer feedback. You will be the strongest advocate and ultimate champion for our customers.
The role will leverage customer sentiment analytics tools to measure key customer satisfaction performance indictors and provide visibility on key positive and negative drivers impacting these measures.
You will have the opportunity to work cross functionally to understand and ‘deep dive’ into voice of the customer data and help managers make decisions, based on what our customers are asking for, to ensure we are creating a meaningful and lasting experience.
The successful candidate will have experience in a customer centric role and an ability to build and maintain key relationships with stakeholders. In this role you will show creativity, experimentation and innovation, while driving initiatives with urgency in this fast-paced environment.
Some of the day-to-day responsibilities include
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Develop a deep understanding of our customers' end-to-end experiences by gathering and analysing structured and unstructured data
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Identify key metrics to better understand and evaluate customer impacts related to performance of products, customer relationships, service delivery, and business processes
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Partner with cross-functional stakeholders to prioritize customer experience feedback opportunities and execute them in an agile manner
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Support a range of cross-functional projects and initiatives that all drive to meet or exceed targets
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Demonstrate success of specific customer experience initiatives via key customer experience metrics
- Work with our VoC Vendor to Collect, summarize, and distribute customer survey feedback
Preferred Skills and Experiences:
- Proficiency in data visualization techniques and products
- Proven ability to effectively collaborate with others, initiate action, and adapt to change.
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Excellent verbal and written communications skills, and ability to navigate a complex cross-functional environment
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Ability to analyse large amounts of data, derive insights that are actionable, and convey them in a way that tells a story and is visually-convincing
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Experience with satisfaction analysis tools desired
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Excellent storytelling, facilitation and presentation skills
- Driven to hold stakeholders accountable in the interest of improving customer experiences
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Strong attention to detail including precise and effective customer communications and proven ability to manage multiple, competing priorities
Qualifications
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4+ years of Analytical and quantitative experience, including ability to use data and metrics to back up assumptions, develop business cases and drive improvements
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4+ years of experience managing customer listening surveys, (NPS programs, transactional or event-based surveys)
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Knowledge of NPS methodology and CSAT measurement strategies
What do we offer and why should you join us?
We don’t shy away from wanting to hire great people to deliver amazing things for our customers. And once you join us, we want to keep you motivated and engaged in our collective mission.
Competitive Pay
We don’t want you to worry about your pay and wonder if you can have it better someplace else. We follow the market and evaluate salary benchmarks through the year to make sure any salary increases remove any worries and keep you satisfied. We review pay annually to make sure we are paying you what you’re worth.
Growth and skills
We know that for some it’s about growing into more senior and exciting roles, and for others it’s about becoming a deep technical expert. No matter what your ambition, we are with you all the way. We know that investing in you is the way to keep skills relevant and you motivated.
An array of people
We know that to win, our workforce needs to reflect the world in which we live and the customers we serve. We are proud that we have a culture where everyone and anyone can bring their whole selves to work.
Ready to meet us?
We hope this role sounds exciting and could be your next step. If so, we’d love to meet you – click the button to apply. Go on. Make our day.
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