Customer Care Analyst
Maps Business Unit
Start date: Q1 2021
The Customer Care Analyst is responsible for supporting the reporting side of Customer Care through analysing maps related usage, as well as having a view across sectors of the implementations of map APIs in customers’ digital workflows.
The position will directly contribute to the understanding of reported data through a process of deriving insights into why things happened and making assertions about what will happen. Furthermore, there will be an ongoing extent of analysis to understand exactly how digital workflows deliver the decision-making information to end users.
The ability to quickly ascertain trends, anomalies and changes in usage patterns is fundamental to the role, as is the ability to crisply communicate findings to Snowdrop Account Management and customers.
A successful candidate will likely have a Marketing or Business Administration qualification (degree level), or some hands-on experience with data analytics. The role will be supported through formal and informal training as well as access to pre-existing knowledge, systems and people in the business to especially help to make the initial stages rewarding, as well as providing the support needed for ongoing success.
An ideal candidate would have some knowledge of digital experiences on web and mobile, an understanding of what an API can do, and familiarity with mapping solutions from the leading providers of these. Hands on experience with Google Maps would be distinctly beneficial.
A natural evolution of the Analyst role would be into a closely related discipline in the business, which might be Marketing, Account Management or other Commercial or Care functions.
Your main responsibilities will include:
Analysis and presentation of usage data – the ability to locate, discriminate, and understand usage and share insights in dialogue with colleagues as well as customers.
Market knowledge – seeking insights from publicly available resources including sector specific digital properties. This will require maintaining watchlists of industry sources and ensuring that resulting knowledge is disseminated.
Support assistance – helping customers to get support and participating as a specialist where appropriate in certain situations. This will require interaction with Google as the primary maps provider to Snowdrop.
Customer Analytics Support – handling incoming queries raised by customers concerning aspects of Maps usage, and assisting the resolution path of these queries.
Reports to: this role reports to the General Manager of the Maps business unit.
Your qualifications include:
- Outstanding spoken, written and presentation abilities in English
- Aptitude to learn quickly, work closely with new products and technologies from Google and Snowdrop
- Confidence in dealing with both internal stakeholders and customers
- A can-do attitude to overcome obstacles, lead resolution paths and ask for help as and when needed
- Ability to achieve short-term objectives in the context of long-term goals for you and the company
- (Nice to have) Experience within a software / cloud-based services company
- (Nice to have) some background in location or maps
You will drive analytics and insights for the Google Maps business. Main targets:
- Customer satisfaction
- Ability to work alone as well as part of a team with other colleagues within Snowdrop
- Ability to work to manage multiple priorities and deadlines
Working from home (subject to suitable environment) and able to access the UK Headquarters in Bath. Valid right to work in the UK.
Snowdrop has access to managed office facilities in all countries where we operate as part of our flexible working practices
The salary range for this position is £23,000 to £28,000 depending on experience and qualifications.
Please contact firstname.lastname@example.org and quote reference MBU1101.