Customer Insight Executive

Customer Insight Executive

Company:
Cass Art, Newark‑On‑Trent, England, United Kingdom.

Hours:

Monday to Friday, 9 – 5.

• Analyse customer tickets to identify recurring issues and opportunities for improvement, and suggest and coordinate solutions to reduce those issues.
• Consolidate feedback from all channels, surveys, and reviews.
• Spend approximately 30% of time answering customer queries across email, phone, and chat.
• Provide regular business insight reports to highlight trends in satisfaction, complaints, and product/service performance.
• Support commercial and service improvements by working with marketing, retail, and digital teams to test initiatives.
• Assist with productivity and process improvements, including exploring use of AI tools.
• Run and monitor A/B tests to measure commercial and service outcomes.
• Support UX improvements by tracking customer pain points and testing changes.

• Strong analytical and problem‑solving skills, with the ability to spot trends in data and feedback.
• Clear communicator, able to translate customer and commercial insight into actionable recommendations.
• Organised, detail‑oriented, and comfortable balancing service delivery with analysis.
• Experience with customer service platforms (e.g. Zendesk, Freshdesk, or similar) and/or survey tools.
• Interest in testing, AI, and process improvement a plus.
• Outstanding customer service skills and a passion for providing the best customer service possible.
• Being reactive and responsive in a timely manner, ensuring the customers feel attended to in a speedy manner.
• Fluency in written and spoken English (essential) along with a great telephone manner and numerical skills.
• Enthusiastic about creativity.

Associate

Full‑time

Customer Service and Analyst

Retail