Customer Insight Executive

Buuk Infrastructure Limited; Bury St Edmunds; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Cost of living pay review

Pension contributions 10%

33 days holiday + 2 weeks

Enhanced parental pay

Referral bonus £1000

Job summary

BUUK Infrastructure is seeking a Customer Insight Executive to support our voice of the customer programme. You will gather feedback through surveys, forums and interviews, and act as the voice of the customer to inform business decisions across BUUK brands.

Working with the Customer Experience Team, you will design surveys, monitor data collection, and ensure insights align with customer journeys while upholding brand guidelines. Hybrid working is available for eligible roles.

Qualifications

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

Responsibilities

• Using a range of mechanisms, gather critical customer feedback via surveys, focus groups, interviews and forums.
• Act as the ‘voice of the customer’ to ensure feedback is actionable and informs improvements.
• Develop the survey programme with the broader Customer Experience Team to cover key journeys.
• Responsible for data collection of all transactional activity that needs monitoring.
• Create and design surveys within the voice of the customer platform following brand guidelines.
• Collaborate with the wider Customer Experience Team to ensure positive customer experience and growth.

Skills

Surveys experience

Customer interviews

Attention to detail

Inquisitive mindset

Customer journeys

VOC platform

Education

GCSE Maths and English

Tools

Microsoft Office

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 forCustomer Insight Executivewho 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 are

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.

Qualifications

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.

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.

What can you expect from us

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. If you would like to be part of our team and you meet many, but not all our requirements for this role, you can also ask us about flexible working options.

From the supportive culture and opportunities to grow, to the great friends and chocolate brownies, our people tell us what they love most about working at BUUK.

We all matter.

Find out about our supportive culture.

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