Customer Experience & Insights Analyst

JR United Kingdom; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading global financial technology company is seeking a Customer Experience & Insights Analyst to enhance customer success through data analysis and AI integration. This role involves working with diverse markets to drive customer satisfaction and operational efficiency, offering a unique opportunity to impact customer experience positively.

Benefits

Hands-on exposure to transformative strategies

Work on cutting-edge AI projects

Collaborative and innovative environment

Qualifications

• Experience with customer experience data and performance metrics.
• Strong problem-solving capabilities.
• Ability to engage with stakeholders across functions.

Responsibilities

• Analyse customer feedback and operational data to improve experiences.
• Champion AI integration to automate processes.
• Present findings and recommendations to stakeholders.

Skills

Data Analysis

Root Cause Analysis

Strategic Thinking

Stakeholder Engagement

Technical Proficiency in AI

SQL Proficiency

Job description

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Customer Experience & Insights Analyst, london

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Client:

RedCat Digital

Location:

london, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

23.05.2025

Expiry Date:

07.07.2025

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Job Description:

Customer Experience & Insights Analyst – Global Financial Technology Company (Contract)

Location: London

Are you passionate about turning data into insight and insight into action? A global leader in financial technology is seeking a talented Customer Experience & Insights Analyst to join its Customer Success function. This pivotal role supports customers across the UK, Canada, Australia, and Emerging Markets.

This is an exciting opportunity to work within a contact centre at the intersection of data, customer experience, and emerging technologies like AI. You’ll be supporting a high-performing Customer Success team that is redefining what it means to deliver value moving from a traditional service model to one that drives growth, retention, and customer confidence.

Key Responsibilities

1. Voice of the Customer & Operational Insights

You’ll deep dive into voice of customer (VoC) data and support metrics to drive measurable improvements in customer experience and operational performance across multiple markets.

• Analyse customer feedback (e.g. TNPS, verbatim comments) alongside operational data such as handle times, contact reasons, and wait times.
• Identify pain points and root causes behind negative customer experiences.
• Develop data-backed insights and prioritised recommendations to address high-impact areas.
• Present findings to stakeholders across Product Support, Operations, and Leadership.
• Ensure recommendations are actionable and tailored to regional business realities.

Evaluate how global BPO partners are driving up-sell and cross-sell opportunities during customer interactions.

• Review site-level and agent-level sales performance metrics.
• Identify trends and opportunities for improvement in sales conversion and lead passing.
• Deliver root cause analyses of underperformance and recommend actionable fixes.
• Work closely with internal and external stakeholders to drive accountability and impact.
• Build a performance artefact with insights and action plans to improve sales outcomes globally.

3. AI & Automation Integration

Champion the use of AI to automate processes, extract insight, and increase the efficiency of support operations.

• Identify manual processes suitable for automation, particularly around customer interactions and agent notes.
• Use internal AI tools to build, test, and refine LLM-based solutions and prompts.
• Develop scalable AI workflows that enhance insight generation across regions.
• Document and promote AI-driven solutions internally, supporting change adoption and training.

Ideal Candidate Profile

Key Skills & Experience:

• Data Analysis & Interpretation: Experience working with customer experience data, support metrics, and performance dashboards.
• Root Cause Analysis: Strong problem-solving capabilities and ability to break down complex data into clear action points.
• Strategic Thinking: Able to prioritise initiatives based on business impact and resource feasibility.
• Stakeholder Engagement: Proven track record of cross-functional collaboration, influencing across operations, product, and leadership.
• Technical Proficiency in AI & Automation: Exposure to AI tools, prompt engineering, and practical application of AI in customer support environments.
• SQL Proficiency: Strong command of SQL is essential for querying and analysing data.

Why Apply?

• Join a purpose-driven, customer-obsessed team with a global impact
• Gain hands-on exposure to transformative customer success strategies
• Work on cutting-edge AI projects aimed at real-world application and scalability
• Engage with a collaborative, innovative environment at a globally recognised fintech brand