Customer Journey & Insights Architect

Buuk Infrastructure Limited; United Kingdom; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Pension contributions

Holiday entitlement (33 days inc. bank

Hybrid working

Referral bonus (£1000)

Development opportunities

Job summary

BUUK Infrastructure is seeking a Customer Journey Specialist to translate customer insight into actionable improvements across the business. You will partner with units across BUUK to map end-to-end journeys, analyse feedback and reports, and drive customer-centric decision making.

You will lead workshops, co-design improvements, and measure outcomes to enhance customer loyalty and growth. Hybrid working and development opportunities are offered.

Qualifications

• Post-16 qualification.
• 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 presenting insights to senior managers and directors.
• Ability to work effectively across multiple business areas and stakeholder groups.

Responsibilities

• Partner with key stakeholders to understand the voice of the customer and map end-to-end journeys.
• Analyse customer feedback and performance data to identify trends and improvement opportunities.
• Visualise and report on qualitative and quantitative insights.
• Lead journey mapping activities across the Group.
• Facilitate workshops to identify experience gaps and co-design improvements.
• Ensure changes are evidence-based and deliverable, improving customer outcomes.
• Measure benefits and results of implemented improvements.
• Build relationships with internal and external stakeholders to support adoption of improvements.
• Attend external CX forums and events to stay informed of trends.

Skills

Analytical skills

Data interpretation

Communication skills

Facilitation

Stakeholder management

Workshop facilitation

Journey mapping

Canva

Education

Post-16 qualification

CCXP certification

Tools

Canva

Job description

BUUK Infrastructure is seeking a Customer Journey Specialist to translate customer insight into actionable improvements across the business. You will partner with units across BUUK to map end-to-end journeys, analyse feedback and reports, and drive customer-centric decision making.

You will lead workshops, co-design improvements, and measure outcomes to enhance customer loyalty and growth. Hybrid working and development opportunities are offered.