Customer Experience Analyst: Journey Insights (Hybrid)

Buuk Infrastructure Limited; United Kingdom; Hybrid; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Hybrid working

33 days holiday (plus 2 extra)

Company pension up to 10%

Referral bonus £1000 (net)

Development opportunities

Equal opportunity employer

Job summary

BUUK Infrastructure is seeking a Customer Experience Specialist to partner with business units across BUUK, translate customer insights into actionable improvements, and support customer-centric decision making.

You will analyze feedback and performance data, map journeys, run workshops, and report findings to senior leaders, helping drive loyalty and business growth while delivering measurable outcomes.

Qualifications

• Experience analysing customer feedback, performance data or research data.
• Knowledge of Customer Experience frameworks (e.g. journey mapping, Voice of the Customer methodologies).
• Experience of customer research programmes and research techniques.
• Experience presenting insights to senior managers and directors.
• Ability to work across multiple business areas and stakeholder groups.

Responsibilities

• Undertake business partnering with key stakeholders and journey owners across BUUK.
• Analyse customer feedback, behavioural data and journey performance metrics to identify trends.
• Visualise and report on qualitative and quantitative customer insights.
• Lead journey mapping activities across the Group.
• Facilitate workshops and mapping sessions to identify experience gaps.
• Ensure customer-centric changes are evidence-based and deliverable.
• Measure benefits and results of implemented improvements.
• Build relationships with internal and external stakeholders.
• Deliver primary and secondary research including surveys, interviews, focus groups.
• Attend external forums and industry events to stay informed on CX trends.

Skills

Analytical skills

Attention to detail

Communication skills

Facilitation

Insight translation

Multi-priorities management

Curious and proactive

Education

Degree in English, business, psychology or related

CCXP or equivalent certification

Tools

Canva

Journey management tools

VoC platforms

Customer research platforms

Job description

BUUK Infrastructure is seeking a Customer Experience Specialist to partner with business units across BUUK, translate customer insights into actionable improvements, and support customer-centric decision making.

You will analyze feedback and performance data, map journeys, run workshops, and report findings to senior leaders, helping drive loyalty and business growth while delivering measurable outcomes.