Customer Journey Specialist

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

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 Journey Specialistwho 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

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.

Qualifications

Post-16 Qualification.

Experience/Knowledge

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.

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).

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 a part of our team and you meet many, but not all our requirements for this role, please apply. 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.