Job Description

intelliflo is a global business that welcomes bold ideas and all points of view. Doing what matters inspires us, and we believe that we grow best - as people and businesses - by working together and always striving to get better without fearing failure.
We're not looking for a 'culture fit'. We want you to bring your unique skills and perspectives and add to our culture, not conform to it. This isn't about finding the person who fits in; we want people who stand out.
Who is intelliflo?
Sound financial advice has the power to transform lives and should be accessible to the many, not the few. intelliflo widens access to financial advice through leading technology that powers the advisory experience.
We use open software architectures and unmatched industry experience to simplify a complex digital landscape and help advisors flourish and grow. Our solutions support over 30,000 financial advisors globally, who represent over three million households with over USD 1 trillion assets.
intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.

Your Role
As a Customer Success Analyst, you will be responsible for analysing customer data to identify trends, insights, and opportunities that enable us to deliver exceptional customer experiences. You will work closely with the Manager, customer experience & Customer success managers and cross-functional teams to ensure that our customers are getting the most value from our products or services. You will be an essential member of our team, helping us to optimise and scale our customer's success and experience.
What you will be doing :Analyse customer data to identify trends, insights, and opportunities for improving the customer experience. Analyse, review and respond to AU (regional) customer support cases within a timely manner to exceed customer expectations. Record all interactions to a high level of detail in the CRM system. Liaising within the team and learning & development team to create digital content for in-app support & the community knowledge base. Collaborate with the various business units to develop digital strategies for achieving customer outcomes at scale all whilst maintaining a world class experience. Work closely with cross-functional teams to ensure customer needs are met throughout the customer journey. This will require at times meetings early in the mornings and late evenings to accommodate for the timezone differences between UK & Australia Communicate insights and recommendations to stakeholders across the organisation. Identify and learn new tools and technologies to help us better understand and engage with our customers. Proactively contacting customers through outbound calls or emails.

What you will bring:Proven experience in customer success analytics or related role. Analytical skills and ability to synthesise complex data into actionable insights. Experience with data visualization and report writing Proven communication skills and ability to collaborate with cross-functional teams. Passion for delivering exceptional customer experiences. Experience in the financial services industry is a distinct advantage. Ability to solve problems and think analytically. Able to work in a high-pressure environment. Proven telephone and video call manner to maintain a positive customer experience. Ability to engage with a large user base through the community platform. Ability to build and maintain a positive relationship with customers. Ability to independently troubleshoot through customer queries. Ability to learn new digital experience tools.

Full Time / Part Time
Full time
Worker Type
Employee
Job Exempt (Yes / No)
No
Workplace Model
intelliflo's workplace model is designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection when possible. Most teams within our England office work 1-day a week in the office, however, most of our teams within the United States and India operate in a remote working pattern. Certain limitations apply. Please consult with your Talent Acquisition contact during the interviewing process.
What's in it for you?
intelliflo offers industry-leading Total Rewards that help you thrive - in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more.
Our commitment to diversity, equality, and inclusion
Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today's evolving society, which we believe is fundamental to our efforts to widen access to financial advice. intelliflo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity for all job applicants and employees. Individuals seeking employment at intelliflo are considered without regards to race, religion, color, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, military or veteran status; or any other characteristic protected by applicable laws.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.