Customer Insight Executive

BUUK Infrastructure; Bury St Edmunds; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Cost of living pay review

Pension up to 10%

33 days holiday

Enhanced parental leave

Refer-a-friend £1000

Hybrid working

Development opportunities

Job summary

BUUK Infrastructure is seeking a Customer Insight Executive to support our voice of the customer programme. You will design surveys, gather feedback through surveys, forums and interviews, and work with CX Analysts to turn insights into action across BUUK brands.

This role focuses on data collection of transactional activity, developing survey questions, and ensuring campaigns align with brand guidelines. GCSE Maths and English are required, and you will bring excellent attention to detail and

Qualifications

• Knowledge of undertaking customer surveys.
• Experience of talking to customers over the phone and face-to-face.

Responsibilities

• Gather customer feedback via surveys, focus groups, interviews and forums.
• Act as the 'voice of the customer' ensuring feedback is actionable and identifies improvement areas.
• Develop the survey programme to provide useful feedback across customer journeys.
• Responsible for data collection of all transactional activity that needs to be monitored.
• Create and design surveys within the voice of the customer platform meeting brand guidelines.

Skills

Customer surveys

Phone conversations

Face-to-face interviews

MS Office

Education

GCSE Maths & English

Tools

Voice of the customer platform

Job description

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.

We are looking for Customer Insight Executive who would like to help us reach our mission to "earn customer loyalty and drive business growth by providing consistently excellent service".

Purpose of this role

As a Customer Insight Executive, you will play an integral role in BUUK's voice of the customer programme. You will gather and collect customer data through varied mechanisms including surveys and forums, which are relevant and provide feedback which can be used for actionable insights. You will be responsible and a key user of the voice of the customer platform, creating, designing, evolving surveys across BUUK brands. Working closely with CX Analysts you will continuously evolve and develop the survey and customer feedback programme ensuring relevant and aligned with customer journeys.

Your key responsibilities

• Using a range of different mechanisms, including surveys, focus groups, interviews and forums you will gather critical customer feedback that can be used to inform business decision making.
• Act as the 'voice of the customer' ensuring targeted questioning provides feedback that is actionable and identifies areas where improvements can be made.
• Using feedback and working with closley with the broader Customer Experience Team to develop the survey programme to include questioning that provides useful and interesting feedback across customer journeys.
• Responsible for data collection of all transactional activity that needs to be monitored and continually assessed.
• Create and design surveys within the voice of the customer platform ensuring meet brand specific marketing guidelines and are suitable for customers to use encourage user participation.
• Work collaboratively as part of the wider Customer Experience Team to ensure positive customer experience is being realised at all times and growth of the programme with new and evolving surveys which align with current needs.

GCSE Maths and English.

Experience/Knowledge

• Knowledge of undertaking customer surveys.
• Experience of talking to customers over the phone and face-to face.

Abilities/Skills

• Excellent attention to detail.
• Have an inquisitive nature.
• Ability to use Microsoft Office programmes or equivalent.

Desirable

• Post 16 qualification in a relevant subject.
• Knowledge of attending customer focus groups and forums.
• Experience of using a voice of the customer platform and designing surveys.
• Experience of customer journeys.

• 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.

What's the best thing about BUUK?

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Hear how our shared sense of mutual respect and belonging underpins out culture and supports us all.

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.