The Role
The Customer Data Research Coordinator will provide support to the Customer Experience Strategy implementation by administering and coordinating customer research using a variety of insight sources and methodologies, including Transport for Wales's (TfW's) Voice of the Customer and Customer Live. Delivering measurable and meaningful data.
Role responsibilities
- Support management of supplier relationships via regular meetings and communications to ensure contractual obligations are adhered to.
- Coordinate research requests made via TfW internal and external stakeholders by keeping track of these requests and project milestones to ensure timely delivery of research outcomes is available to stakeholders.
- Keep up to date with research methodologies / approaches and helping to review our research standards by using available resources to be able to share relevant best practice research with the rest of the organisation.
- Co-ordinate the delivery of the business benchmarking and ServCheck surveys by accurately inputting the data into the relevant dashboards to help the business maximise the benefits of our Institute of Customer Services (ICS) membership.
- Manage a research pipeline, including the admin, co-ordination, communication/dissemination of information by identification of risks and opportunities and developing / maintaining a RACI to ensure projects are being prioritised based on business needs.
- Take accountability in the production and development of Customer Live pack using PowerBI and creating a presentation to deliver the information ensuring roadmap is created and adhered to, evolving, and adapting Customer Live to align with the customer experience strategy.
- Liaising with relevant internal and external stakeholders on the development and ongoing management of a TfW proprietary customer satisfaction programme to ensure we and continuously monitoring, measuring, and driving improvements for our customers.
- Maintain and create meaningful dashboards through the collaboration with TfW stakeholders to ensure that the dashboards are displaying relevant key information.
- Produce recommendations for Customer Experience improvements by conducting ad-hoc analysis of the Customer Feedback Surveys to ensure that we are driving improvements for our customers. For what purpose, to ensure that?
- Support the wider Customer Reporting team by collating and delivering data and reports to inform, highlight risks and aid decision making
Who we're looking for
- Possess or working towards a relevant Data Analytics qualification, or have equivalent, relevant work experience
- Extensive experience in a customer and stakeholder engagement role, facilitating group discussions and other engagement activities.
- Proficient and accurate in tracking and recording key project information and data findings.
- Proven ability to engage with, develop and manage effective working relationships with a range of internal and external stakeholders up to director level.
- Demonstrable planning and prioritisation to deliver work to a high standard and by the required deadline.
- Extensive experience of transforming information from a range of sources (transactional data, survey data, related research publications etc.) into insight.
- Experience of presenting insights to internal stakeholders and making recommendations based on the analysis on how to improve the customer experience.
- Proficient ability with PowerBi, Excel and PowerPoint.
Welsh Language Skills
While not essential for this role, Welsh language skills would make a great addition to your application.
TfW support anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.
Equal Opportunities
We're changing the way the transport industry looks. By celebrating and embracing differences, we're building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels."
Who we are
Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We're building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.
We're a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.
This advert will close at 23:59 on the day of the application closing date stated above. However, we reserve the right to close this vacancy early if we receive enough applications. We encourage you to submit your application as early as possible.
