Robert Bosch Group
Customer Experience Analyst Graduate
Robert Bosch Group, Worcester, Massachusetts, us, 01609
Company Description
We’re the nation’s favourite heating brand, here to warm up people’s homes, lives, and futures.First thing’s first, we’re flying the flag for a more responsible age of heating in the UK, looking after both people and the planet. The world needs more green technologies and we’re right in the thick of it, with our brand-new heat pumps and hybrid heating systems.But it’s not all tools and tech. People are the real heart of our company. We connect with our customers to deliver genuinely helpful support, and we care about our employees and give them enriching careers. We work hard, we work together, and we work with a cause – delivering brilliant customer support and exceptional engineering.And as an organisation of more than 1,800 employees, we also take our role in the communities we serve seriously. From giving away free heating systems for community spaces, to our charity, education, and volunteer work – we’re no strangers to rolling our sleeves up, getting stuck in, and helping out.If that sounds like something you’d like to be a part of, we’d love to meet you.Come and work #LikeABosch!Job Description
The role will report to the
Marketing insight and analytics manager and will focus upon supporting them in the following areas.Market research (primary and secondary, quantitative and qualitative) – Writing and distributing questionnaires, researching market changes, trends, competitor activity and web industry developments.Customer satisfaction analysis and reporting – Web based research (e.g. Hotjar), Net Promoter Score (NPS), monthly Customer Satisfaction Index report, Trustpilot reporting and all existing customer feedback touchpoints.Marketing automation and personalisation support - support ongoing campaigns and communications by being involved with the email creation and automation processes to improve customer experience and improve customer engagement.Marketing insight and analytics support – using tools such as Google analytics, Alteryx, Power Bi and MS Office tools to prepare and visualise data for use in bespoke reporting. Also support with Ad-hoc reporting - support stakeholder requests as they arise or create new insight and reporting based on concepts and ideas through research.CRM System – Ensure customer data is synchronised between marketing, marketing systems (e.g web system and app) and the CRM system. Also obtain data for analysis and provide support with system testing as required.Events performance – Analysing performance of event(s) by reporting on attendees interacted with and their performance prior and post event to understand overall vent ROI.Project team member as required for marketing and customer experience projects with activities such as user experience testing, insight identification, supporting business case creation and maintain project success reporting against key criteria identified in business cases.Regular reporting - Monthly insight and performance reporting tasks such as supporting KPI reporting and board slide creation.Stakeholder management – deal with marketing stakeholders such as Brand management, events managers, customer loyalty team as well as external requests from wider customer facing business areas such as Sales, After sales and Internal sales.5 KEY DELIVERABLES:Create and manage marketing data storage and workflows to provide insight and analytics to the business.Support the reporting and optimisation of the Customer Satisfaction Index (CSI).NPS and customer success reporting.Support the gathering of primary and secondary research and UX.Document and monitor Data quality and RFMI (Recency, Frequency, Monetary Value and Insight) reporting for managed data sources.Qualifications
Suitable candidates should ideally have studied a business, marketing or market research related degree and achieved or be predicted at least a 2:1 degree.They should display the following skills and traits:Analytical skills – the ability to analyse and interpret complex data and insight and draw meaningful conclusions.Creative – the ability to look at information from more than one angle and to also look for creative ways to simplify information when reporting back to the business. Also ability to have a customer centric mindset when communicating topics to customers through digital channels.Problem solving – takes initiative and is proactive in solving problems that may occur.Attention to detail – Looks for discrepancies and rectifies.Communication skills – The ability to communicate with stakeholders at all levels of the business and the ability to present summary information in an engaging and universally understood way.Ability to work independently and in a team environment.Adaptability and prioritisation of workload to cater for business needs in a fast-paced environment.Desired but not essential – Experience of Google analytics, Alteryx, Power Bi and survey creation tools and techniques.Right To Work:
please ensure you have valid Right To Work in the UK status for the duration of the contract term. This is a 2-year fixed term role.Additional Information
Deadline for Applications: 1st October 2024Please note, we reserve the right to close this vacancy at any time so we encourage candidates to submit their applications as soon as possible.Contract Duration:
2 yearsBenefits
25 days annual leave per year plus bank holidays (pro-rata for your first year).Eligibility for our Company Performance Bonus (up to £1,500 gross per annum).Enhanced pension contributions.Access to the Perkbox and My Benefits platforms giving access to discounts, group income protection and death in service benefits.Employee Assistance Programme and Virtual GP.Discounts on products from across the Bosch Group.Subsidised onsite café and canteen.Health & wellbeing support including: over 200 trained mental health first aid champions, free of charge employee assistance programme and after 2 years’ service you gain eligibility for funding up to £150 per annum to support your personal wellbeing.Access to Bosch Social Club membership offering you and up to 5 friends and family discounts on excursions and events.Policy to support growing families.Access to self-service training platform containing over 200 Bosch approved programmes.Networking opportunities across Bosch UK including a mentoring programme.
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We’re the nation’s favourite heating brand, here to warm up people’s homes, lives, and futures.First thing’s first, we’re flying the flag for a more responsible age of heating in the UK, looking after both people and the planet. The world needs more green technologies and we’re right in the thick of it, with our brand-new heat pumps and hybrid heating systems.But it’s not all tools and tech. People are the real heart of our company. We connect with our customers to deliver genuinely helpful support, and we care about our employees and give them enriching careers. We work hard, we work together, and we work with a cause – delivering brilliant customer support and exceptional engineering.And as an organisation of more than 1,800 employees, we also take our role in the communities we serve seriously. From giving away free heating systems for community spaces, to our charity, education, and volunteer work – we’re no strangers to rolling our sleeves up, getting stuck in, and helping out.If that sounds like something you’d like to be a part of, we’d love to meet you.Come and work #LikeABosch!Job Description
The role will report to the
Marketing insight and analytics manager and will focus upon supporting them in the following areas.Market research (primary and secondary, quantitative and qualitative) – Writing and distributing questionnaires, researching market changes, trends, competitor activity and web industry developments.Customer satisfaction analysis and reporting – Web based research (e.g. Hotjar), Net Promoter Score (NPS), monthly Customer Satisfaction Index report, Trustpilot reporting and all existing customer feedback touchpoints.Marketing automation and personalisation support - support ongoing campaigns and communications by being involved with the email creation and automation processes to improve customer experience and improve customer engagement.Marketing insight and analytics support – using tools such as Google analytics, Alteryx, Power Bi and MS Office tools to prepare and visualise data for use in bespoke reporting. Also support with Ad-hoc reporting - support stakeholder requests as they arise or create new insight and reporting based on concepts and ideas through research.CRM System – Ensure customer data is synchronised between marketing, marketing systems (e.g web system and app) and the CRM system. Also obtain data for analysis and provide support with system testing as required.Events performance – Analysing performance of event(s) by reporting on attendees interacted with and their performance prior and post event to understand overall vent ROI.Project team member as required for marketing and customer experience projects with activities such as user experience testing, insight identification, supporting business case creation and maintain project success reporting against key criteria identified in business cases.Regular reporting - Monthly insight and performance reporting tasks such as supporting KPI reporting and board slide creation.Stakeholder management – deal with marketing stakeholders such as Brand management, events managers, customer loyalty team as well as external requests from wider customer facing business areas such as Sales, After sales and Internal sales.5 KEY DELIVERABLES:Create and manage marketing data storage and workflows to provide insight and analytics to the business.Support the reporting and optimisation of the Customer Satisfaction Index (CSI).NPS and customer success reporting.Support the gathering of primary and secondary research and UX.Document and monitor Data quality and RFMI (Recency, Frequency, Monetary Value and Insight) reporting for managed data sources.Qualifications
Suitable candidates should ideally have studied a business, marketing or market research related degree and achieved or be predicted at least a 2:1 degree.They should display the following skills and traits:Analytical skills – the ability to analyse and interpret complex data and insight and draw meaningful conclusions.Creative – the ability to look at information from more than one angle and to also look for creative ways to simplify information when reporting back to the business. Also ability to have a customer centric mindset when communicating topics to customers through digital channels.Problem solving – takes initiative and is proactive in solving problems that may occur.Attention to detail – Looks for discrepancies and rectifies.Communication skills – The ability to communicate with stakeholders at all levels of the business and the ability to present summary information in an engaging and universally understood way.Ability to work independently and in a team environment.Adaptability and prioritisation of workload to cater for business needs in a fast-paced environment.Desired but not essential – Experience of Google analytics, Alteryx, Power Bi and survey creation tools and techniques.Right To Work:
please ensure you have valid Right To Work in the UK status for the duration of the contract term. This is a 2-year fixed term role.Additional Information
Deadline for Applications: 1st October 2024Please note, we reserve the right to close this vacancy at any time so we encourage candidates to submit their applications as soon as possible.Contract Duration:
2 yearsBenefits
25 days annual leave per year plus bank holidays (pro-rata for your first year).Eligibility for our Company Performance Bonus (up to £1,500 gross per annum).Enhanced pension contributions.Access to the Perkbox and My Benefits platforms giving access to discounts, group income protection and death in service benefits.Employee Assistance Programme and Virtual GP.Discounts on products from across the Bosch Group.Subsidised onsite café and canteen.Health & wellbeing support including: over 200 trained mental health first aid champions, free of charge employee assistance programme and after 2 years’ service you gain eligibility for funding up to £150 per annum to support your personal wellbeing.Access to Bosch Social Club membership offering you and up to 5 friends and family discounts on excursions and events.Policy to support growing families.Access to self-service training platform containing over 200 Bosch approved programmes.Networking opportunities across Bosch UK including a mentoring programme.
#J-18808-Ljbffr