Blackburn

Chubb Fire & Security Ltd

Looking for an opportunity within a business that offer a genuine ‘people first’ culture?

Here at Chubb Fire & Security we have an opportunity for a Customer Satisfaction Data Analyst to join our Customer Excellence Team based in Blackburn (BB1 2PR) on a full time, permanent basis.

About Us, Our Culture & What We Can Offer You

Chubb Fire & Security have been protecting people and assets worldwide for more than 200 years. Providing essential and innovative security systems, equipment and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally – Together we do great things!

Our commitment to our people is to continually develop and innovate so that we grow together as your career unfolds. As part of the global API Group, we join a family of organisations where leadership, and leadership development is our most powerful strategic advantage and the best way to invest in our people.

WORKING HOURS: 37.5 hours per week | Monday to Friday | 9.00am – 5.00pm

SALARY £42,000 – £50,000 (depending on experience)

• 25 days holiday, plus bank holidays
• Free Onsite Parking
• Cycle to Work Scheme
• Employee Referral Scheme (£1000)
• Company Pension Scheme
• Life Assurance (4 x Basic Salary)
• Employee Scholarship Scheme
• A Central Benefits Platform offering a wide variety discounts
• Childcare Vouchers
• Health & Wellbeing Resources 
• Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence

What You’ll be Doing as Customer Satisfaction Data Analyst

Collect customer feedback – gather data from surveys, reviews, support tickets, social media, and customer interviews.

Analyse trends and patterns – look for recurring issues, satisfaction drivers, and opportunities for improvement using tools like Excel, Power BI, or customer experience platforms.

Measure customer satisfaction metrics – including….

• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Customer Effort Score (CES)
• Churn and retention rates

Create reports and dashboard – turn raw data into clear visual summaries for managers and executives.

Recommend improvements – highlight what’s working, what’s not, and what changes could boost customer loyalty or reduce complaints.

Collaborate with teams – work with product, marketing, operations, and customer service teams to help them understand customer needs.

Essential Skills & Experience

• Strong analytical and problem solving skills
• Ability to interpret data and communicate insights clearly
• Familiarity with survey tools and analytics software
• Empathy and understanding of customer behaviour
• Attention to detail and pattern recognition

What good looks like

• Reduce customer churn
• Improve products and services
• Increase loyalty and revenue
• Make decisions based on evidence, not guesswork

If this sounds like you, apply today and send us your application!

Chubb Fire and Security is an equal opportunities employer. Our commitment to Diversity, Equity, and Inclusion (DEI) ensures all employees and applicants feel valued, respected, and supported. At Chubb, individuality is celebrated, and our strength lies in the diversity of our team. By fostering an equitable environment, we empower individuals to contribute their unique perspectives, driving innovation and excellence at every level.

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