Customer Experience Analyst: Journey Insights

BUUK Infrastructure; Bury St Edmunds; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

33 days holiday

Company pension contributions 10%

Hybrid working for eligible roles

Development opportunities

Job summary

BUUK Infrastructure is seeking a Customer Experience Analyst to translate customer insight into actionable improvements across the BUUK group. You will partner with stakeholders, analyse feedback and journey data, and lead journey-mapping activities to drive customer-centric change.

You will run workshops, communicate findings to senior leaders, and ensure improvements are evidence-based while delivering measurable benefits. Hybrid working and development opportunities are offered.

Qualifications

• Degree or equivalent in English, business, psychology or related discipline.
• CCXP or CX qualification.
• Experience designing and delivering customer research programmes.
• Track record of delivering improvements from customer insight.
• Experience in utilities or other regulated industries.
• Experience using journey management, VoC or customer research platforms.
• Experience using journey mapping tools such as Canva.

Responsibilities

• Partner with stakeholders to understand the voice of the customer and identify end-to-end improvement opportunities.
• Analyse customer feedback and journey data to identify trends and pain points.
• Visualise and report on qualitative and quantitative insights.
• Lead and coordinate customer journey mapping activities across BUUK.
• Facilitate workshops to identify gaps and co-design improvements.
• Ensure customer-centric changes are evidence-based and deliverable.
• Measure benefits of implemented improvements and communicate results.
• Build relationships to support adoption of customer-led improvements.
• Deliver primary and secondary research including surveys, interviews and benchmarking.
• Attend external forums to stay informed on CX trends.

Skills

Analytical skills

Attention to detail

Communication skills

Facilitation

Insight translation

Curious & proactive

Priorities management

Education

Degree or equivalent in English, business, psychology or related discipline

CCXP or CX qualification

Tools

Canva

Job description

BUUK Infrastructure is seeking a Customer Experience Analyst to translate customer insight into actionable improvements across the BUUK group. You will partner with stakeholders, analyse feedback and journey data, and lead journey-mapping activities to drive customer-centric change.

You will run workshops, communicate findings to senior leaders, and ensure improvements are evidence-based while delivering measurable benefits. Hybrid working and development opportunities are offered.