Customer Experience Specialist

BUUK Infrastructure; Bury St Edmunds; Hybride; GBP 32 000 - 52 000; Plein temps

Avantages offerts par ce poste

33 days holiday

Company pension contributions 10%

Hybrid working for eligible roles

Development opportunities

Résumé du poste

BUUK Infrastructure is seeking a Customer Experience Analyst to translate customer insight into actionable improvements across the BUUK group. You will partner with stakeholders, analyse feedback and journey data, and lead journey-mapping activities to drive customer-centric change.

You will run workshops, communicate findings to senior leaders, and ensure improvements are evidence-based while delivering measurable benefits. Hybrid working and development opportunities are offered.

Qualifications

• Degree or equivalent in English, business, psychology or related discipline.
• CCXP or CX qualification.
• Experience designing and delivering customer research programmes.
• Track record of delivering improvements from customer insight.
• Experience in utilities or other regulated industries.
• Experience using journey management, VoC or customer research platforms.
• Experience using journey mapping tools such as Canva.

Responsabilités

• Partner with stakeholders to understand the voice of the customer and identify end-to-end improvement opportunities.
• Analyse customer feedback and journey data to identify trends and pain points.
• Visualise and report on qualitative and quantitative insights.
• Lead and coordinate customer journey mapping activities across BUUK.
• Facilitate workshops to identify gaps and co-design improvements.
• Ensure customer-centric changes are evidence-based and deliverable.
• Measure benefits of implemented improvements and communicate results.
• Build relationships to support adoption of customer-led improvements.
• Deliver primary and secondary research including surveys, interviews and benchmarking.
• Attend external forums to stay informed on CX trends.

Connaissances

Analytical skills

Attention to detail

Communication skills

Facilitation

Insight translation

Curious & proactive

Priorities management

Formation

Degree or equivalent in English, business, psychology or related discipline

CCXP or CX qualification

Outils

Canva

Description du poste

The Customer Experience Analyst will partner with business units across BUUK to translate customer insight into actionable improvements. Using customer listening data, analytical techniques, and journey-mapping methodologies, the role will identify opportunities to enhance customer journeys and support the wider organisation in embedding customer‑centric decision making.

Your key responsibilities are

• Undertake business partnering with key stakeholders and journey owners across BUUK to help the wider business understand the voice of the customer, end-to-end journeys and opportunities for improvement.
• Analyse customer feedback, behavioural data and journey performance metrics to identify trends, pain points and improvement opportunities.
• Visualise and report on both qualitative and quantitative customer insight findings.
• Conduct deep dives, process reviews and define current and future-state journeys using established customer experience methodologies.
• Lead and coordinate customer journey mapping activities across the Group.
• Facilitate workshops and collaborative mapping sessions to identify experience gaps and co‑design improvements.
• Ensure that customer‑centric changes are evidence‑based, practically deliverable and positively impact customer outcomes.
• Measure and clearly articulate the benefits and results of implemented improvements.
• Build and maintain positive relationships with internal and external stakeholders to support the adoption of customer‑led improvements.
• Deliver primary and secondary research including surveys, interviews, focus groups and benchmarking activities.
• Attend external forums and industry events to ensure BUUK remains informed of emerging CX trends, tools and technologies.

Experience

• 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 and confidence in presenting insights including to senior managers and directors.
• Ability to work effectively across multiple business areas and stakeholder groups.

Abilities/Skills

• Excellent analytical skills with the ability to interpret large and complex datasets.
• Outstanding attention to detail and accuracy.
• Strong communication skills with the ability to convey insight clearly and persuasively.
• Facilitation skills for workshops and mapping sessions.
• Ability to translate insight into actionable recommendations.
• Curious, proactive and comfortable challenging existing approaches.
• Able to manage multiple priorities in a fast‑paced environment.

Desirable

• Degree or equivalent in English, business, psychology or a related discipline.
• Professional qualification in Customer Experience (e.g. CCXP).
• Experience designing and delivering customer research programmes.
• Track record of delivering improvements based on customer insight.
• Experience in utilities or other regulated industries.
• Experience using journey management, VoC or customer research platforms.
• Experience using journey mapping tools (e.g. Canva).

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.

We provide a supportive environment that is committed to enabling our people to be the best - ensuring they feel proud to be themselves and part of BUUK Infrastructure.

GTC, part of the BUUK Infrastructure Group, are looking for Customer Experience Specialist who would like to help us reach our mission to "earn customer loyalty and drive business growth by providing consistently excellent service".

This role works across the BUUK group of companies and is an excellent opportunity to understand all customer types and their experiences. This role would suit a recent graduate or those looking to start and develop their career.

• Purpose of this role, Cost of living annual pay review.
• Company pension contributions up to 10% if employees contribute 5%.
• 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
• Enhanced maternity, paternity and adoption pay.
• To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
• Hybrid working for eligible roles.
• Development opportunities to reach your career aspirations.

BUUK has an award‑winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day.

We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications.

You can also ask us about flexible working options.

GTC

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The BUUK Group operates with preferred suppliers for recruitment agencies which are reviewed periodically. We do not accept unsolicited speculative CVs from recruitment agencies. Receipt of unsolicited CVs does not imply an introduction to the BUUK Group; therefore, no ownership of such candidates will be given. If recruitment agencies submit unsolicited speculative CVs, we retain the right to contact, pursue and hire these candidates directly and consider them for current or future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers. Should you wish to be considered as a preferred supplier, please email [e-mail] to enquire. All terms will only be agreed by the Resourcing Team at BUUK.