Digital CX Analyst
other jobs British Heart Foundation
Added before 2 Days
- England,London,City of London
- Full Time, Permanent
- £40,000 - £42,500 per annum
Job Description:
* Do you want to help craft exceptional digital customer experiences that make a real impact on people’s lives? Use your analytical expertise to translate complex data into seamless, smarter journeys for all, and help us create a world where every heart stays healthier for longer.
About the Role
As a Digital CX Analyst, you’ll enhance our website and customer interactions by identifying successes, friction points, and user needs to turn data into actionable insights.
You’ll collaborate with Digital, Product, CRO, and Marketing teams to analyse customer behaviour, develop hypotheses, create measurement strategies, assess impacts, and prioritise changes for maximum benefit.
Using quantitative and qualitative data such as journey analytics, funnel performance, and customer feedback you will help craft better digital products and support our experimentation programme.
In addition to analysis, you’ll help strengthen our data culture by improving data visibility & quality, solving tracking issues, developing accessible reports, and promoting best practices through coaching and knowledge sharing.
About you
You bring strong experience in analysing website customer behaviour and digital performance, with proven experience of using clickstream data to understand journeys, funnels, drop-offs and content engagement. You’re confident working in Google Analytics 4 and have experience with tools like BigQuery, tagging/tracking platforms, session replay and customer-feedback tools.
You will also bring:
*Strong collaboration skills with the ability to shape analytical questions, define success measures and bring structure to open-ended questions and messy datasets.
*Experience supporting experimentation from hypothesis design to test interpretation.
*Clear, accessible reporting skills, including good experience creating clear analysis outputs and self-serve dashboards in Power BI, Looker or Tableau.
*Excellent data-storytelling ability, turning complex data into simple, compelling narratives for technical and non-technical audiences
Working arrangements
This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our London Office. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause.
Belonging at BHF?
By embracing diversity and fostering an inclusive environment, we strengthen our ability to achieve our mission of saving and improving lives, ensuring our work reflects and serves the needs of every community across the UK.?
To hear from our people, check out?Belonging at BHF.
Our people are at the heart of everything we do. By funding research across six decades, we’ve helped keep millions of hearts beating and millions of families together. We’re investing in ground-breaking research that will get us closer than ever to a world where everyone has a healthier heart for longer.
Benefits and development?
We offer a competitive range of benefits designed to support your wellbeing,?and opportunities for?personal and?professional growth and continuous learning.?
To find out more?about our benefits?you can download the Benefits document?at the bottom of this page?or?check out?What we offer?– –?Benefits and Development pages.
Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage.
Interview process
The interview process will consist of two]stages. First stage interviews will be held over MS Teams on w/c 02/3. For those successful, there will be second stage interviews w/c 09/03
How to apply
It’s quick and easy to apply for a role at the BHF. Just click on the apply button below. All you’ll need is an up-to-date CV and a supporting statement, outlining your interest in the role and how you meet the role’s criteria
Our recruitment processes are fair, accessible, and?inclusive.?BHF?use anonymous CV software as part of the application journey.?
Should you need any adjustments to the recruitment process, at either application or interview, please?contact us.
About the Role
As a Digital CX Analyst, you’ll enhance our website and customer interactions by identifying successes, friction points, and user needs to turn data into actionable insights.
You’ll collaborate with Digital, Product, CRO, and Marketing teams to analyse customer behaviour, develop hypotheses, create measurement strategies, assess impacts, and prioritise changes for maximum benefit.
Using quantitative and qualitative data such as journey analytics, funnel performance, and customer feedback you will help craft better digital products and support our experimentation programme.
In addition to analysis, you’ll help strengthen our data culture by improving data visibility & quality, solving tracking issues, developing accessible reports, and promoting best practices through coaching and knowledge sharing.
About you
You bring strong experience in analysing website customer behaviour and digital performance, with proven experience of using clickstream data to understand journeys, funnels, drop-offs and content engagement. You’re confident working in Google Analytics 4 and have experience with tools like BigQuery, tagging/tracking platforms, session replay and customer-feedback tools.
You will also bring:
*Strong collaboration skills with the ability to shape analytical questions, define success measures and bring structure to open-ended questions and messy datasets.
*Experience supporting experimentation from hypothesis design to test interpretation.
*Clear, accessible reporting skills, including good experience creating clear analysis outputs and self-serve dashboards in Power BI, Looker or Tableau.
*Excellent data-storytelling ability, turning complex data into simple, compelling narratives for technical and non-technical audiences
Working arrangements
This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our London Office. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause.
Belonging at BHF?
By embracing diversity and fostering an inclusive environment, we strengthen our ability to achieve our mission of saving and improving lives, ensuring our work reflects and serves the needs of every community across the UK.?
To hear from our people, check out?Belonging at BHF.
Our people are at the heart of everything we do. By funding research across six decades, we’ve helped keep millions of hearts beating and millions of families together. We’re investing in ground-breaking research that will get us closer than ever to a world where everyone has a healthier heart for longer.
Benefits and development?
We offer a competitive range of benefits designed to support your wellbeing,?and opportunities for?personal and?professional growth and continuous learning.?
To find out more?about our benefits?you can download the Benefits document?at the bottom of this page?or?check out?What we offer?– –?Benefits and Development pages.
Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage.
Interview process
The interview process will consist of two]stages. First stage interviews will be held over MS Teams on w/c 02/3. For those successful, there will be second stage interviews w/c 09/03
How to apply
It’s quick and easy to apply for a role at the BHF. Just click on the apply button below. All you’ll need is an up-to-date CV and a supporting statement, outlining your interest in the role and how you meet the role’s criteria
Our recruitment processes are fair, accessible, and?inclusive.?BHF?use anonymous CV software as part of the application journey.?
Should you need any adjustments to the recruitment process, at either application or interview, please?contact us.
Job number 3424490
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Company Details:
British Heart Foundation
Company size: 2,500–4,999 employees
Industry: Charity & Voluntary
At the British Heart Foundation, there’s one thing that motivates all of us, and that’s funding research to beat the world’s biggest...