Customer Experience Lead Analyst in United Kingdom, Pentre Bychan

Iberdrola Renewables; Wales; Hybrid; GBP 53,000 - 67,000; Full time

Job summary

A leading renewable energy company in the UK seeks a Customer Experience Lead Analyst to analyze customer data and engage with stakeholders. The ideal candidate will have strong data analysis skills, advanced proficiency in Excel, and a passion for process improvement. This role offers a competitive salary and hybrid working options after probation.

Benefits

36 days annual leave

Share Schemes

Electric Vehicle Schemes

Healthcare benefit options

Career development opportunities

Gym discounts

Qualifications

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

Responsibilities

• Analyse large datasets to uncover insights into customer behaviour.
• Create detailed Excel reports and dashboards for decision-making.
• Present findings to senior leadership and cross-functional teams.
• Work closely with stakeholders for tailored insights.
• Lead queue management projects to improve operational efficiency.

Skills

Customer experience

Data analysis

Stakeholder engagement

Operational efficiency

Advanced Excel skills

Process improvement

Tools

Excel

Data visualization tools

Job description

Customer Experience Lead Analyst

Locations: Wrexham, Llandudno Junction & Caernarfon

Salary: £53,280 - £66,600 per annum

Hybrid working after successful completion of probationary period

Help us create a better future, quicker

We are looking for a highly skilled and detail-oriented Customer Experience Lead Analyst to join our team. This role is ideal for someone who thrives on data, enjoys solving complex problems, and is confident engaging with senior stakeholders to drive meaningful change.

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, we’ll double match your contribution up to a company contribution of 10%.

• 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 (4x 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’re at the forefront of the journey to Net Zero and investing over £6m 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.

, , 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 -related support. If you need support, please reach out to [e-mail].

Mobility

Please note that any applicant who is not a 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.

IMPORTANT

Advert will close at 23:59 GMT the day before Job Posting End Date below November-12-2025

November-12-2025

If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.