Customer Engagement Operations Analyst

Job Title: Customer Engagement Operations Analyst

Summary:

This role is critical in supporting the operational delivery teams within Pearson’s Vocational Qualifications division to effectively engage with customers. The Customer Engagement Operations Analyst will be responsible for monitoring, analysing, and interpreting key performance indicators (KPIs) and customer data to provide actionable insights that drive improvements in customer engagement, operational efficiency, and business outcomes. This role requires a highly analytical and detail-oriented individual with strong communication skills and a passion for customer experience.

Core Competencies:

• Communication: Excellent written and verbal communication skills with the ability to present complex data in a clear and concise manner to various audiences.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to identify operational challenges and recommend data-driven solutions.
• Data Analysis: Advanced skills in data extraction, manipulation, and analysis. Proficient in using data analysis tools and techniques to identify trends, patterns, and insights.
• Collaboration: Ability to work effectively with cross-functional teams, including Customer Service, Qualifications Processing, and the wider Customer Engagement team.
• Customer Focus: A strong understanding of customer needs and a commitment to improving the customer experience.
• Initiative: Proactive and self-motivated with the ability to work independently and manage multiple tasks effectively.
• Continuous Improvement: A passion for identifying and implementing process improvements to enhance efficiency and effectiveness.

Essential Skills:

• Proficiency in Microsoft Excel (including pivot tables, macros, and data visualization).
• Experience with data extraction and manipulation from various sources.
• Knowledge of data analysis and reporting tools (e.g. Power BI, Tableau) is a plus.
• Strong understanding of customer engagement principles and best practices.
• Excellent attention to detail and accuracy.
• Ability to work in a fast-paced environment and meet deadlines.

Main Roles and Responsibilities:

• Data Monitoring & Analysis: Regularly monitor and analyse key performance indicators (KPIs) related to customer engagement operations including engagement levels.
• Reporting & Insight Generation: Produce regular reports and presentations that provide actionable insights to operational teams, highlighting trends, areas for improvement, and opportunities to enhance customer engagement.
• Operational Support: Work closely with operational teams to understand their needs and provide data-driven support to optimize processes and improve efficiency.
• Process Improvement: Identify and recommend improvements to operational processes based on data analysis and insights.
• Collaboration: Collaborate effectively with the wider Customer Engagement team to align operational activities with the overall customer engagement strategy.
• Data Integrity: Ensure the accuracy and integrity of customer data used for analysis and reporting.
• Project Support: Provide analytical and operational support to customer engagement projects and initiatives.

Examples of Daily Tasks:

• Downloading and analysing daily reports on customer engagement campaigns – service call volume, resolution times, unengaged customers.
• Creating visualizations and dashboards to track key performance indicators and communicate insights to stakeholders.
• Collaborating with the Qualifications Processing team to analyse processes, processing times and identify and remove bottlenecks.
• Participating in team meetings to discuss customer engagement initiatives and operational performance.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

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

Job: MARKETING

Organization: Workforce Skills

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 17567

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