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Pearson Customer Success Analyst in Manchester, United Kingdom

Customer Success Analyst

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Purpose

The Customer Services division comprises about 190 members of staff across UK sites in London and Manchester as well as in the APAC and EMEA regions internationally.

It provides personalised service to customers delivering and learners taking Pearson qualifications. These include teachers, exams officers, learners, employers and private training providers.

The division is continuously seeking to improve services to customers to maintain Pearson’s industry leading status. Customer Service is heavily dependent on support from teams within the wider qualifications business in the delivery of services to customers.

The role holder will be the go-to person in the team for data analysis and insights to improve customer experience and look for innovative solutions. Responsible for gathering and working with large volumes of customer data to ensure that KPI’s are met and maintained. In charge of creating, maintaining dashboards to track performance of Customer Service support teams and analyze data to provide recommendations for improvements.

Accountabilities

MI reporting

The position holder is personally responsible for analysing large amounts of data using tools such as CRM or Tableau:

  • Creating automated tools to track important KPIs on a regular basis

  • Creating reports and summaries with automated functions, updating them periodically and sharing with stakeholders

  • Liaison with other Pearson teams to create processes to obtain data to support business objectives achievements

  • Establish centralized reporting providing ongoing visibility on audience engagement across different online and offline channels

Data analysis

The position holder is personally accountable for working with leaders in the PQS team to support customer success through understanding their needs for data analysis, recommending metrics and developing data dashboards accordingly. Responsible for preparing reports and visual presentations for internal stakeholders, synthesizing and analysing findings and conclusions, making recommendations and suggesting improvement action plans.

Continuous Improvement and Customer Experience

Responsible to identify trends in complaints and queries and working with partners across the business to make incremental changes that will lead to an improved customer experience. Maintaining an overview of queries and providing support to business teams in resolving these .Ad hoc improvement projects and tasks managed and delivered as required.

Internal business engagement

The position holder is personally accountable for ensuring that cross-company working relationships are invested in and continuously reviewed and developed. The division relies heavily on other operational and commercial teams in order to provide exceptional service to customers

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.

We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.

The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Qualifications

Candidate Profile

  • Excellent interpersonal and relationship management skills with the ability to work effectively and tactfully with senior management

  • Excellent team player with the ability to achieving results independently

  • Advanced Microsoft Office (Excel, Word, PowerPoint) skills with the ability to create reports/manipulate data in Excel and able to produce visual presentations and present trends and recommendations.

  • Work effectively in a cross functional, fast-paced environment Identifying creative, data-led initiatives which support the activation of audiences across channels

  • Experience in data insights and analytics - able to digest, synthesise and add value a very wide variety of information and communicate to different partners and stakeholders

  • Self-motivated and enthusiastic individual with proven ability to generate solutions and results

  • Excellent written and verbal communication skills and ability to communicate to various levels

Key Competencies

● Providing a customer focused service

● Communicating with influence

● Working effectively with others to achieve goals

● Delivering goals in a changing environment

● Taking a creative and innovative approach to work

● Maximising potential in self and others

Pearson Profile Competencies

Customer focused

Passionate about customers; acts on customer feedback and builds a lasting legacy

Transformational, adaptable

Champions change; creates the right environment for change and identifies and closes gaps in the

organisation’s capability

Innovative

Champions new ideas and business models; implements new thinking that benefits the business and encourages a culture of innovation

Inspirational

Is emotionally intelligent and engages people’s hearts as well as their minds

Relationship builder

Promotes and enables collaboration; encourages open conversations and seeks out diverse ideas

Makes it happen

Makes clear and consistent decisions that meet the organisation’s goals and is accountable for achieving those goals

Pearson Values

Brave – willing to try new approaches, take risks, challenge the status quo.

Imaginative – Looks for innovative approaches, ways to reduce cost and improve quality.

Decent – in all interactions with colleagues, customers and in the leadership of the team.

Accountable – takes ownership of issues and works with colleagues to find solutions.

Other Requirements

Ability to travel between Manchester and London sites.

Previous Experience

Desirable:

Contact centre experience - familiar with the management of operational KPI’s and SLA’s

Knowledge and understanding of the UK qualifications industry.

Desirable:

  • Educated to degree level or equivalent.

Working hours - 37.5 per week

Primary Location: GB-GB-Manchester

Work Locations: GB-Manchester-The Lighthouse The Lighthouse 14 The Quays Salford Quays Manchester M50 3BF

Job: Customer Service

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Feb 14, 2020

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 2000503

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

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