Customer Experience Analyst

About us

Motion Metrics Ltd is a London-based, sports technology scale-up with offices in London (UK), Innsbruck (Austria) and Shenzhen (China). Our first product is Carv, the world's first digital ski coach. Our smart inserts and trackers retrofit to any ski boot to measure motion (in 9-axis) and pressure data; this is then processed via our iOS or Android app to provide real time coaching.

We have worked with top-level instructors from PSIA (The Professional Ski Instructors of America), CSIA (Canadian Ski Instructors Association) & Interski to create algorithms that effectively assess ski technique. Carv gives real-time feedback through headphones to help you take your skiing to the next level through the provision of practical, skier-specific improvements.

Carv has the capacity to transform ski technique by providing one-on-one coaching for each day of skiing and we are able to take the learning of thousands of athletes and use it to improve the technique of an individual skier in fun, interactive and effective ways. Carv is pioneering a new type of sports wearable device within the fast-growing sports-tech industry. Thus far sports wearables have focused on tracking and motivation but Carv offers a teaching and coaching service, forging a new path within this sector.

This is an outstanding opportunity to work in a fast-growing, VC-backed sports technology start-up in London, alongside a fantastic team of customer service and marketing experts, hardware and software engineers, who are all passionate about changing the paradigm of coaching.


About the role

We are looking for someone to join the team, to take ownership of parts of the Customer Experience operations, in a full-time role beginning in July.

A customer experience analyst will gather and interpret data on customer satisfaction with our customer service, ensuring that the touchpoints across their area of the customer journey are engaging, efficient, and effective. As a customer experience analyst in Operations, your duties include interacting with customers, collecting customer feedback, analysing data, and creating reports for the company management team.

The Customer Experience Analyst is responsible primarily for understanding our customers and their major problem areas, understanding our CS processes, and then identifying opportunities for optimisation and growth.

You will also help to create an attractive and competitive CS intern program, with an opportunity to manage a team of support staff during the season.

Your main responsibilities:

  • Identify customer pain points and key moments of truth through detailed analysis and insight, driving enhancements to customer experience.

    • Implement CRM platform (this will affect full setup, every rotation area) and transfer of all historic data into platform. Use customer relationship management tools in coordinating and monitoring CX operation

    • Understand our CS processes and look for optimisations

    • End of season analysis: drawing and reviewing insights from end of season analytics and data

    • Carv Membership journey and refining

    • 2022/3 CS program proposal: implementing change that anticipates and addresses customer questions, needs, and complaints

    • Working with other parts of the company on holistic customer experience: website, hardware, socials (e.g. instruction manual, packaging)

    • Survey and Customer Research

      • Conduct customer journey analysis to gather information on the Customer Experience

  • CS Team Lead
    • Getting team set up and managing 2-4 Customer Success interns during the season
      • Hiring (April-October)
      • Training (October-November)
      • Management and development (November-March)
    • CS: in order to do the majority of the role to the highest standard, it is really important for the candidate to keep involvement in the day-to-day goings on in CS, interacting with customers directly to fully comprehend the processes and pain points
    • Monitoring key metrics within CS and ensuring visibility for management/rest of team

Our candidate is someone who:

  • Is a strong communicator, both with colleagues and with our customers.

  • Is analytically minded, with an eye for optimisation opportunities

  • Has the aptitude to manage a team in the future.

Location

UK. You would be expected to be in our London office for at least 2.5 days per week on average, so could be based partly remotely or full-time in the office (which would be preferred). As required by the Team Lead part of the role in season, there will be the opportunity for a minimum of a month in Innsbruck, Austria, each season, potentially longer.

Benefits

  • Salary: £28,000 - £37,500 per annum, depending on experience

  • Options: Equity in the business

  • Equipment budget: £1k

  • Accommodation in and transport to Innsbruck as and when required

Applications

Please send a CV and short covering email (250 words max) to team@getcarv.com.