Customer Experience Co-ordinator

Confidential; Shirley; On-site; GBP 29,000 - 35,000; Full time

Job summary

Confidential is seeking a Customer Experience Coordinator to turn customer feedback into meaningful change across the business. The role focuses on ownership of feedback programmes, trend analysis, and producing reports that drive service improvements.

You will collaborate with multiple departments and stakeholders to enhance customer journeys and outcomes. The ideal candidate will have CX or customer insight experience, strong analytical abilities, and excellent communication to present

Qualifications

• Experience working within Customer Experience (CX), Customer Insight, Service Improvement or a similar role.
• Strong analytical skills with the ability to interpret customer feedback and data and turn findings into practical recommendations.
• Excellent organisation skills with the ability to manage multiple projects and priorities simultaneously.
• Confidence building relationships and engaging with stakeholders at all levels.
• A customer-first mindset with a genuine passion for improving customer journeys and service outcomes.
• Strong communication skills, both written and verbal, with the ability to present insights clearly and effectively.

Responsibilities

• Taking ownership of customer feedback and insight programmes, ensuring surveys, reporting and follow-up actions run smoothly.
• Analysing customer feedback, operational data and survey results to uncover key trends, challenges and opportunities.
• Producing insightful reports that help teams make informed decisions and improve service delivery.
• Tracking customer experience actions and initiatives, ensuring progress is monitored and outcomes are achieved.
• Working closely with operational teams, managers and clients to share customer insight and influence improvements.
• Identifying opportunities to enhance processes, customer journeys and overall service performance.

Skills

Analytical skills

Stakeholder engagement

Project management

Communication

Job description

Customer Experience Coordinator
Location: Solihill
Salary: 32000
Hours: Full Time
Turn Customer Feedback into Meaningful Change
Are you passionate about understanding what customers really think and using those insights to improve services? We're looking for a proactive Customer Insight & Experience Coordinator to play a key role in shaping customer-focused improvements across our business.
This is a fantastic opportunity for someone who enjoys analysing feedback, identifying trends, and working with stakeholders across multiple departments to drive positive outcomes for both customers and the organisation.

What You'll Be Doing as a Customer Experience Coordinator

• Taking ownership of customer feedback and insight programmes, ensuring surveys, reporting and follow-up actions run smoothly.
• Analysing customer feedback, operational data and survey results to uncover key trends, challenges and opportunities.
• Producing insightful reports that help teams make informed decisions and improve service delivery.
• Tracking customer experience actions and initiatives, ensuring progress is monitored and outcomes are achieved.
• Working closely with operational teams, managers and clients to share customer insight and influence improvements.
• Identifying opportunities to enhance processes, customer journeys and overall service performance.

What We're Looking For as a Customer Experience Coordinator

• Experience working within Customer Experience (CX), Customer Insight, Service Improvement or a similar role.
• Strong analytical skills with the ability to interpret customer feedback and data and turn findings into practical recommendations.
• Excellent organisation skills with the ability to manage multiple projects and priorities simultaneously.
• Confidence building relationships and engaging with stakeholders at all levels.
• A customer-first mindset with a genuine passion for improving customer journeys and service outcomes.
• Strong communication skills, both written and verbal, with the ability to present insights clearly and effectively.

Why Join Us?

• Be part of a business that genuinely values customer feedback.
• Work with a variety of stakeholders across operations, delivery and client teams.
• Have a direct impact on customer satisfaction and continuous improvement initiatives.
• Opportunities for personal development and career progression.
• Collaborative and supportive working environment.

If you're someone who enjoys combining analysis, collaboration and problem-solving to create exceptional customer experiences, we'd love to hear from you and can share further details about this Customer Experience Coordinator role