Customer Experience Lead Analyst

Iberdrola; Wrexham; Hybrid; GBP 53,000 - 67,000; Full time

Job summary

A global energy leader is seeking a Customer Experience Lead Analyst to analyze customer behavior and support strategic decision-making through advanced reporting. The role requires strong data analysis and communication skills. A competitive salary and benefits such as annual leave, a pension scheme, and other perks are offered, with hybrid working available after probation.

Benefits

36 days annual leave

Holiday Purchase

Share Schemes

Healthcare benefit options

Life Assurance

Cycle to Work scheme

Electric Vehicle Schemes

Discounts on various services

Qualifications

• Proven experience in customer experience data analysis or service improvement roles.
• Advanced Excel skills including pivot tables and macros.
• Strong communication skills with senior stakeholders.

Responsibilities

• Analyse large datasets for customer insights and service performance.
• Create Excel reports to support decision-making.
• Lead projects to improve operational efficiency.

Skills

Data analysis

Excel

Communication skills

Process improvement

Job description

Customer Experience Lead Analyst

Wrexham, Llandudno Junction & Caernarfon

£53,280 - £66,600 per annum

Hybrid working after successful completion of probationary period

Help us create a better future quicker

What you’ll be doing

Advanced Data Analysis & Reporting

• Analyse large datasets to uncover insights into customer behaviour and service performance.
• Create detailed senior‑level Excel reports and dashboards to support strategic decision‑making.
• Present findings clearly and confidently to senior leadership and cross‑functional teams.

Stakeholder Engagement & Journey Mapping

• Work closely with senior stakeholders to understand their needs and provide tailored insights.
• Guide teams through customer journey analysis and improvement initiatives.
• Lead close‑down calls to review project outcomes and ensure learnings are captured.

Operational & Process Improvement

• Lead queue management projects to improve operational efficiency.
• Investigate and resolve customer complaints, identifying root causes and recommending solutions.
• Continuously review and improve existing processes to enhance customer experience and reduce friction.

What you’ll bring

• Proven experience in customer experience data analysis or service improvement roles.
• Advanced Excel skills (pivot tables, formulas, charts, macros) and familiarity with data visualization tools.
• Strong communication skills with the ability to influence and engage at a senior level.
• Experience in process improvement and operational efficiency projects.
• A proactive mindset with a passion for improving customer journeys and solving complex problems.

What’s in it for you

As well as a competitive salary which is reviewed annually you can also enjoy a number of other benefits. With our pension scheme well double match your contribution up to a company contribution of 10%.

At ScottishPower we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action, our benefits are designed to help you do just that – so that you have everything you need to take care of your world today and tomorrow. That’s why our benefits include :

• 36 days annual leave
• Holiday Purchase – perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers – save more and spread the cost of your technology purchases
• Electric Vehicle Schemes to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4× salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we are at the forefront of the journey to Net Zero and investing over £6 m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals in a global organisation.

Inclusion, diversity and a social purpose are at the heart of everything we do. Together with our values they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large‑scale business like ours so whatever your background you’ll fit right in.

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long‑term conditions, mental health conditions or who are neurodivergent or require pregnancy‑related support. If you need support please reach out to .

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary immigration requirements.

Key Skills

Administrative Skills, Facilities Management, Biotechnology, Creative Production, Design and Estimation, Architecture