Graduate Customer Experience Analyst Review

A wonderful environment to work in as the other staff are all lovely and supportive. You get the opportunity to learn a lot and given the independence to figure things out for yourself. Your progress is monitored through personal and team goals, with training given to improve any areas you wish i.e. communication, presentations, conflict in the workplace etc. You very much feel a part of the team even though you are a graduate.

• The design and distribution of both internal and external surveys using
SurveyMonkey, to gather insights from our customer groups.
• The management and development of the Customer Service Index
(CSI), a key metric derived from survey responses and feedback from
Worcester Bosch customers and Installers.
• Process, prepare and analyse complex data using Alteryx, Knime and
Databricks ensuring accuracy and consistency for reporting.
• Visualise and present monthly CSI and Trustpilot data using Microsoft
PowerBI, creating interactive dashboards that make insights more
accessible to internal stakeholders.
• Improved operational processes to increase efficiency and maximise
time spent on data analysis and insight generation.
This role is very different day-to-day, i'm never really doing the same thing. If you're someone that has a problem solving mind this is a great roll as you are continually trying to find ways to make things better/get something to work. You do also have the opportunity to be creative with dashboards and presentations, it isn't entirely numbers or data based.

My manager does very well in explaining the reasonings for why we are doing things and how important they are, how they can improve current processes/systems we have. You are able to see the time saving difference and the quality improvements.

Good pension scheme
Perkbox - You earn points every month which can be turned into vouchers for different retailers/restraunts
Bosch and Worcester Bosch staff discounts on products.
Discounted Gym membership (although this is only for a specific gym company that is local to the office)

I have had the experience to try lots of different things and given the independence to do things how i think they would work best. I have had the opportunity to present to the department and CEO. Training is available to improve areas where you think you struggle.

You get a formal induction from HR with other new starters at the company and are put into a teams group with other graduates where you have the opportunity to give feedback, have social meet ups etc.
You have overview meetings with other teams to get a better understanding of what they are doing and how it can link to your work.
You have the opportunity to have a mentor and have product training in the training centre by the professional trainers who also train the installers.

I get to work from home 2 full days a week and then have 1 half day in the office so i can go back home at lunch. There isn't an expectation to work overtime, and people want you to switch off after work. If you do not feel well you are able to just work from home and not expected to come in. While 3 days is the preferred amount to be in during the week, if it isn't possible one week that is ok.

Very welcoming and inclusive. We have volunteer days and department sports days. Opportunities to go to the pub for lunch sometimes too. 3 days in the office 2 days at home but you could go home at lunch for one day too.

There is training available on inclusivity, equality, diversity etc. and specific HR people for this. There are people employed from different backgrounds, genders, locations etc.

Yes

Lovely place to work with great people to work with.
Plenty of opportunities to try new things, meet different people. Lots of social activities available and benefits. Flexible working. Training to improve on your skills.

My role has somewhat evolved from when i initially started and I help with more than just the CX stuff now. It may not reflect what i initially thought but I have no complaints and enjoy everything that i do.