Chloe Walsh

Responsible for analysing customer feedback and producing actionable insight to support customer experience, operational improvement and business decision-making across multiple insurance products and brands.

Data & Customer Insight

• Produce weekly and monthly customer insight across 6+ core insurance products and 15+ brands, identifying trends, recurring themes and emerging customer experience issues.
• Analyse customer feedback to understand key drivers of customer satisfaction and dissatisfaction and identify opportunities for improvement.
• Monitor customer reviews, ratings and feedback trends across multiple brands, highlighting significant changes and recurring areas of concern.
• Identify patterns within customer feedback and translate findings into clear, actionable insight for internal stakeholders.
• Contribute to the Voice of the Customer programme, helping ensure customer feedback is effectively captured, analysed and communicated.
• Identify opportunities to improve customer feedback coverage and strengthen the quality and usefulness of available insight.

Reporting & Analysis

• Produce regular weekly and monthly reporting using Microsoft Excel to communicate customer insight, trends and performance to stakeholders.
• Analyse and interpret customer data to highlight key findings, rather than simply presenting raw results.
• Compare trends across products and brands to identify areas of strong performance and opportunities for improvement.
• Investigate data discrepancies and support the resolution of data-quality issues to maintain accurate reporting.
• Present analytical findings in a clear and accessible format to support informed business decisions.

Stakeholder & Business Improvement

• Present customer insight and recommendations to internal stakeholders and management teams.
• Work collaboratively with multiple departments to investigate customer issues and identify potential solutions.
• Liaise with external partners to support reporting requirements and improve the effectiveness of the Voice of the Customer programme.
• Support continuous improvement by using customer feedback and data to identify recurring issues and potential areas for intervention.
• Help expand the use of customer feedback and insight across multiple brands within the business.

• Delivered excellent customer service in a fast-paced environment.
• Managed customer bookings and enquiries.
• Worked efficiently under pressure while maintaining high service standards.
• Developed strong communication and teamwork skills.