The Campaign and Digital Customer Experience Analyst will support the Digital Program Manager, Digital CX Manager and Marketing Manager by delivering actionable insights through data analysis and reporting. The role will focus on enhancing customer satisfaction, driving digital sales growth, marketing campaign engagement, and optimising the customer journey within an automative financier’s digital ecosystem

Tasks:

1. Data Analysis and Insights

Collect analyse and interpret customer data from multiple sources to identify trends, pain points, and opportunities for improvement.

Develop customer engagement dashboards and reports to monitor key CX metrics, including customer satisfaction scores, mystery shopping results, and google reviews.

Conduct competitor and industry benchmarking to ensure the company remains up to date with CX innovation.

Identify and propose process improvements based on data and CX insights.

2. Performance Reporting

• Create detailed and summary-level reports to communicate findings to stakeholders, ensuring clarity and actionable outcomes.
• Provide regular updates of effectiveness of marketing and digital campaigns, tools and customer touchpoints.
• Consolidate data from multiple sources (e.g CSV files, data bases) into comprehensive Excel reporting.
• Develop dynamic pivot tables and interactive dashboards from diverse datasets to enhance reporting efficiency and facilitate data-driven decision-making.
• Develop and maintain custom reports and dashboards in Salesforce to support business operations and strategic decision making.
• Collaborate with cross-functional teams to gather reporting requirements
• Ensure data accuracy and integrity across all reports and dashboards
• Monitor and optimise report performance and usability
• Provide training and support for end-users on Salesforce reporting tools
• Assist in data analysis and visualization for ad-hoc reporting needs
• Work with Salesforce analysis administrators to improve reporting capabilities
• Create and deliver professional PowerPoint presentations for internal and external stakeholders
• Translate complex data analysis into clear, engaging visual narratives
• Collaborate with teams to gather content and ensure alignment with business objectives
• Maintain consistency in branding, formatting, and messaging across all presentation materials
• Identify opportunities to improve presentation workflows and storytelling techniques

3. Customer Journey Mapping

• Support the development and refinement of customer journey maps to identify gaps and opportunities in the customer lifecycle.
• Collaborate with cross-functional teams to identify and implement strategies to address identified gaps.

4. Collaboration & Support

• Work closely with the Digital Program Manager to assess the performance of digital initiatives.
• Partner with the Digital CX Manager to recommend and implement improvements to the digital customer experience.
• Assist the Marketing Manager in analysing campaign performance and audience behavior.

5. Tools and Technology Utilisation

• Leverage tools such as Google Analytics, Tableau, Power BI, and CRM- platforms to extract and analyse data.
• Stay updated on the latest CX tools and technologies to recommend enhancements.

Key Skills required for the role:

• Strong attention to detail, numeracy and analytical skills.
• Ability to interpret complex data and provide clear, actionable recommendations.
• Excellent written and verbal communication skills to convey insights effectively to non-technical stakeholders.
• Strong critical thinking skills to identify root causes and propose data driven solutions when solving problems.
• Passion for enhancing the customer experience through data-driven decision making.
• Demonstrated ability to work collaboratively with cross-divisional teams
• Proficient in the use of technical analytical tools such as Google Analytics, Tableau, Power BI, and Excel
• Proven experience with Salesforce reporting tools
• Strong PowerPoint skills to support reporting