Job Information
MSX International Customer Experience Support Analyst in Dunton, United Kingdom
Customer Experience Support Analyst
Apply now »
Date:31 Aug 2024
Location: Dunton, ESS, GB
Company: MSX INTERNATIONAL
Customer Experience Support Analyst
Up to £35,000 (based on experience)
40 hours per week
Hybrid (Dunton, Essex and remotely)
Are you looking to grow your career with MSXI?
MSX International has the job for you!
MSX International is looking for a OneCX Support Analyst to join our team at Ford Motor Company in Dunton, Essex, to support the OneCX Team Leader creating and distributing OneCX data reports to the dealer network as required.
The Role
In this role, the OneCX Support Analyst will be involved in delivering reports, insights and analytics to Ford Management and Ford Dealers. You will be able to interpret data, identify trends and communicate findings to stakeholders and colleagues, prepare detailed reports and presentations for various audiences.
Analysts play a crucial role in helping the business understand their data and make informed decisions.
Main duties would include:
Produce a wide range of weekly, monthly and quarterly reports for the OneCX Programme
Collate dealer letters for the OneCX Support programme
Provide support to the OneCX consultants as required
Review dealer appeals and queries about OneCX
Maintain a dealer OneCX Appeals tracker
Manage development of automated reporting
Assessing the effectiveness of status reports
Identify opportunities to improve reporting and processes.
Monitoring of user statistics on SharePoint sites and creating reporting KPI’s to improve user
engagement/feedback.
About you
This is an excellent opportunity for a team player withadvanced Exceland Microsoft (or Similar) skills, along with strong communication skills. Our ideal OneCX Support Analyst should have experience in the automotive industry and understanding of dealer sales and aftersales process (would be beneficial, a confident demeanor presenting results to senior stakeholder management, as well as:
• Good communication skills - to communicate with dealers and internal Ford stakeholders
• Experience in generating reports
• Advanced Excel knowledge
• Solid and demonstrable high-level understanding of Excel
• Self-starter, positive, able to suggest ways to improve processes
• Competence in PowerPoint, Word including mail merge.
• Ability to learn other bespoke systems.
Demonstrable analysis skills and experience.
Ability and confidence to present results and findings to senior stakeholder management.
Ability to communicate with Dealers and field teams and understand their needs.
Pro-active attitude, who requires limited supervision.
Be a quick learner with a continuous mind set for improvement.
Be flexible and adaptable in a fast moving, changing environment.
Have a constant, everyday work ethic to keep getting through the work.
What’s in it for you?
At MSX, our employees are the force behind our success. We are dedicated to empowering and encouraging our people and offer flexible working methods to suit all. We are a Disability Confident Committed organisation who takes pride in our diverse workforce.
In joining MSX, you can enjoy:
Up to 35,000 GBP based on experience
25 days annual leave per year
Cycle to work scheme
Cash back health care scheme
Car salary exchange scheme
Exclusive discounts on everyday purchases as well as exclusive discounts on car purchases
Potential to progress within the company, with global opportunities updated regularly
Working pattern and location
40 hours per week
Monday – Friday
Hybrid - Dunton Essex / Remote. Minimum 2 days per week on the client site.
About MSX:
With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:
Consumer Engagement
Parts, Accessories & Service Performance
Actionable Insights
Diagnostics & Repair Enhancement
Warranty and Repair Efficiency
Technical Information
Learning Solutions
Sales Performance
Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.
The MSXI Purpose
To empower Movers and Makers to thrive in our ever-changing world
The MSXI Mission
To harness our expertise in mobility, the creativity of our global teams,
and the power of technology, to craft tailored and innovative solutions
The MSXI Vision
To enhance every journey in the world of mobility
MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.
Apply now »