Customer Experience Insights Specialist

BUUK Infrastructure

Woolpit

Hybrid

GBP 42,000 - 56,000

Full time

8 days ago

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Benefits offered by this job

Hybrid working

Pension contributions

Holiday allowance

Referral bonus

Job summary

BUUK Infrastructure is seeking a Customer Experience Analyst to translate customer insights into actionable journey improvements across the business. You will partner with units to map end-to-end journeys, analyse feedback and performance data, and present findings to senior stakeholders.

As a key driver of customer-led change, you will run workshops, lead journey mapping activities, and ensure recommendations are evidence-based, deliverable and aligned with BUUK’s mission to earn customer

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

Partner with stakeholders to understand the voice of the customer and journeys across BUUK.
Analyse feedback and data to identify trends and improvements.
Visualise and report on qualitative and quantitative insights.
Lead journey mapping and coordinate workshops.
Ensure changes are evidence-based and deliverable.
Measure benefits of improvements and report results.
Build relationships to support adoption of improvements.
Deliver primary and secondary research (surveys, interviews, focus groups).
Attend external forums to stay informed on CX trends.