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Digital Customer Experience Analyst

British Gas
UK, South East, Surrey, Staines
Contract, Full time
Discipline: Digital,Web Analytics

You will support the management of the self-serve online journeys to contribute to our core KPI’s:

Self serve share of transactions / interactions

Website NPS and customer satisfaction

Journey conversion

Contact reduction

Working with the Digital analytics and onsite optimisation team to understand, define and run continuous improvement for our self-service journeys

Assisting in the gathering and the writing of user stories for digital activities, in order to agree a plan of action with the agile scrum team

Assessing, managing and delivering digital projects that impact self-serve journeys

Managing digital changes through the approval and internal processes

Working with other channels/areas to identify and drive opportunities to maximise the above KPI’s


Experience of managing projects or pieces of work end to end from idea to delivery

Experience working in a matrix environment with multiple stakeholders

Experience in understanding and drawing conclusions from data

Experience in optimising customer online experiences and driving online conversion and high customer satisfaction

Experience in working with digital analytics tools

A track record of successfully working in/with a digital environment

Educated to degree level preferable, or a minimum of 3-5 years’ experience in relevant roles (e.g. online journey management)

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