Customer Data Analyst
Legal & General
01/04/2022Ongoing
- Leverage customer data within the retail sector to facilitate superior customer outcomes in compliance with consumer duty regulations.
- Deliver analytical insights that drive process enhancements and improve customer experiences through personalised strategies.
- Utilise Power BI for dashboard development and employ data analytics tools such as Alteryx, Python, R-Studio, SQL, Adobe Analytics and Dataiku.
- Construct predictive models to advance customer advocacy efforts and optimize business processes.
- Develop frameworks for individual business areas to respond to Net Promoter Score (NPS) feedback, fostering a more agile and customer-centric approach.
- Create and present executive-level reports to board members, effectively communicating key insights and recommendations.
- Collaborate with the Customer Experience team to apply a behavioral science lens to data findings, enhancing understanding of customer needs and informing impactful strategies.
- Ensure testing, measurement, and ongoing optimisation of processes to consistently drive enhanced customer satisfaction and business profitability.
- Maintain clear and concise documentation, facilitating ease of understanding and knowledge transfer within the team.
- Stay updated with the latest data analytics trends and techniques to continuously improve skills and expertise.
- Adopted Artificial Intelligence (AI) within our business operations by spearheading the implementation of AI for text analysis in the realm of customer experience, enabling a more comprehensive understanding of customer feedback and sentiment. This has led to the development of more targeted strategies to improve customer satisfaction and address areas of concern proactively.
Quality Analyst
Legal & General
01/06/202101/04/2022
- Recognized as a top leader within Legal & General, leveraging strong expertise in products and processes to effectively manage multiple tasks and build lasting relationships with customers and colleagues.
- Played an integral role in establishing the quality team within DC Pensions and implementing a comprehensive testing framework.
- Created four bespoke MI dashboards for team leaders and upper management, providing in-depth analysis of root causes and recommendations for improvement. Updated and presented these dashboards monthly, contributing to quarterly meetings and overall DC QA findings.
- Conducted quality assurance checks to ensure adherence to processes, assessing the competency and skills of existing colleagues and new starters. Delivered feedback within the agreed reporting framework to support the delivery of excellent service to customers and clients.
- Maintained up-to-date knowledge of current, new, and evolving processes within the area of responsibility. Provided ongoing expert coaching and technical support as needed.
- Actively contributed to the continuous improvement cycle by reviewing and challenging process effectiveness, seeking feedback, investigating issues, and recommending tangible improvements. Implemented five process improvements within a six-month period.
- Participated in audits, technical reviews, and IT testing when required, ensuring compliance with standards and regulatory requirements, such as breach identification and reporting and adherence to FCA Principles and TCF outcomes.
- Analyzed sampling data to identify patterns and root causes of quality issues, developing action plans and making recommendations to reduce complaints in collaboration with learning and development teams.
- Identified and reported any process failures, regulatory breaches, risk events, or near misses in accordance with L&G Policy.
Customer Contact Specialist
Legal & General
28/05/201928/05/2021
- Became the representative for the Quality Champion and Voice Champion within 6 months of joining Legal & General, actively contributing to the improvement of the team's working environment.
- Successfully collaborated with other teams, specifically Bereavements, to update unknown contacts for Trustees, demonstrating adaptability and a willingness to acquire knowledge in the retirement sector.
- Assumed the role of the point of contact for technology problems and troubleshooting connection issues within the team and beyond, ensuring smooth operations and minimizing downtime.
- Took ownership of the full sign-off process for new starters and upskilling team members, effectively facilitating their integration and development within the organization.
- Demonstrated excellent communication skills by engaging in difficult and challenging conversations regarding team improvement, fostering a positive and constructive work environment.
- Maintained consistent and clear communication with team members and stakeholders, avoiding jargon and ensuring understanding across all levels.
- Diligently proofread all official documentation and materials, ensuring accuracy and professionalism in all communications.
- Actively pursued self-improvement and professional development, seeking opportunities to expand knowledge and skills in the customer contact and retirement sectors.
Sales Manager
Swinton Insurance
June 2015March 2019 (Redundancy)
- Led and successfully completed multiple projects, including the roll-out of a new IT system and the development of the Swinton online customer account, resulting in improved efficiency and customer satisfaction.
- Implemented a new scheme of in-house quality assurance, monitoring calls using Avaya and Nice systems to ensure compliance with ICOBs handbook and FCA regulations in a highly regulated environment.
- Played a key role in building the customer framework during a period of ownership transition, collaborating with multiple teams to troubleshoot and resolve issues.
- Consistently met and exceeded KPI targets, achieving an average customer satisfaction rating of 94.1%.
- Acted as an all-round account manager, handling inception, adjustments, accounting queries, retention, and claims for personal lines insurance, providing comprehensive support to customers.
- Strengthened customer relationships through effective presentation and negotiation skills, consistently achieving high closure rates.
- Trained and developed junior team members, contributing to their professional growth and enhancing overall team performance.
- Assumed the role of assistant manager during a 12-month secondment, overseeing call quality monitoring, conducting 1-2-1 meetings, analyzing MI reports, providing coaching and development, and leading monthly team meetings to set expectations.
Commercial Account Handler
Moorhouse Group
May 2012June 2015
- Provided exceptional customer service to new and existing customers, building strong relationships and ensuring their insurance needs were met.
- Utilized a panel of insurers to generate accurate and competitive insurance quotations for commercial clients, covering a wide range of policies including public/employers liability, professional indemnity, and commercial property.
- Developed expertise in the commercial sector, establishing strong relationships with businesses and sole traders to provide comprehensive coverage tailored to their specific needs.
- Conducted thorough risk assessments and analysis to identify potential gaps in coverage and recommend appropriate solutions to clients.
- Maintained clear and effective communication with clients, explaining complex insurance terms and policies in a manner easily understood by non-insurance professionals.
- Ensured consistency and accuracy in all documentation and reports, avoiding industry-specific jargon and using concise and precise language.
- Diligently proofread all insurance documents and correspondence, ensuring they were error-free and conveyed the intended information accurately.
- Stayed updated with industry trends and regulations, continuously expanding knowledge and expertise in the insurance field.