Customer Journey Specialist

Ups; Greater London; On-site; GBP 30,000 - 35,000; Full time

Job summary

A Fortune Global 500 organization is looking for a detail-oriented reporting & analytics specialist to support the Customer Success team. The ideal candidate will analyze customer metrics, maintain reporting frameworks, and collaborate with leadership to enhance customer experience. A competitive salary is offered alongside benefits including a pension scheme and opportunities for progression. This role demands strong analytical skills, effective communication, and proficiency in CRM systems. If you're driven by data and improvement, we'd love to hear from you.

Benefits

Competitive salary

Company pension scheme

Discounts at major retailers

Qualifications

• Previous experience in roles requiring strong analytical thinking and data interpretation.
• Hands-on experience with data analysis in a customer-focused environment.
• Ability to manage multiple tasks and prioritise effectively.

Responsibilities

• Develop and maintain reporting frameworks.
• Analyse customer success metrics to drive retention and satisfaction.
• Provide regular insights and recommendations to improve customer engagement.

Skills

Analytical thinking

Data interpretation

Strong communication skills

Proficient in CRM systems

Attention to detail

Education

Degree (Preferred)

Tools

Salesforce

Microsoft Excel

Power BI

Job description

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description

We’re looking for a detail-oriented reporting & analytics specialist to support our Customer Success team. This role is ideal for someone who enjoys turning data into actionable insights, thrives in a collaborative environment, and is passionate about improving customer experience through smart, data-driven decisions.

What you’ll get

• A competitive salary between £30k-£35k per year, depending on experience and location
• Company pension scheme, discounts at major retailers (like Apple), cinemas and attractions, plus many more benefits.
• Opportunities to progress – thanks to our ‘promotion from within policy’

What you’ll do

Reporting to the CX Manager the successful applicant will be responsible for developing and maintaining reporting frameworks, analysing customer success metrics, implementing new procedures and helping the team make informed decisions that drive retention, satisfaction, and operational efficiency. Key responsibilities include:

• Design, build, and maintain dashboards and reports that track key Customer Success metrics (e.g., onboarding progress, support response times, retention rates, NPS).
• Analyse customer behaviour and feedback to identify trends, risks, and opportunities.
• Collaborate with Customer Success leadership to define & measure KPIs and performance benchmarks.
• Ensure data accuracy and integrity across reporting tools and systems.
• Provide regular insights and recommendations to improve customer engagement and satisfaction.
• Maintain operational procedure documents and ensure alignment with a positive customer journey, including collaboration with third party subcontractors.
• Partner with cross-functional teams (Sales, Product, Operations) to align reporting with broader business goals.
• Train and support team members in understanding and using data effectively.

What you’ll need

• Previous experience in roles requiring strong analytical thinking and data interpretation.
• Hands-on experience with data analysis and problem-solving in a customer-focused environment.
• Strong communication skills, both written and verbal.
• Proficient in using CRM systems (Salesforce preferred) and Microsoft Office applications such as Excel, Power BI, or similar. Exposure to the field of AI, for example by creating AI workflows or AI Agents for task automation would be an advantage.
• A proactive mindset with a passion for continuous improvement.
• Ability to manage multiple tasks and prioritise effectively.
• Strong attention to detail and problem-solving skills.
• Ability to translate complex data into clear, actionable insights.
• Knowledge of Insurance or logistics industries preferred
• Willingness to stay updated with industry changes, emerging risks, and new technologies
• Degree Preferred
• Exposure to the field of AI, for example by creating AI workflows or AI Agents for task automation would be an advantage.

You’ll be at the heart of helping our Customer Success team deliver exceptional service by empowering them with the insights they need. If you are focused on continuous improvement, have a curious mindset and want to make a real impact on customer experience, we’d love to hear from you.

Employee Type: Permanent

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