CX Insight & Experience Analyst

Quilter plc; Southampton; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Holiday: 26 days

Pension Scheme

Private Medical Insurance

Life Assurance

Income Protection

Healthcare Cash Plan

Job summary

Quilter plc in Southampton is seeking a Customer Experience Analyst to turn customer and adviser feedback into clear, actionable insight drawn from Voice of Customer surveys, complaints and public reviews. You will translate findings into concise dashboards, reports and governance updates for senior stakeholders.

You will collaborate across Operations, Insight, Digital, Technology and Risk to shape survey frameworks, monitor data quality and deliver measurable improvements that balance customer

Qualifications

• Experience in customer experience, insight, Voice of Customer, research, data analysis, business analysis, service improvement or a related discipline.
• Strong analytical capability, with experience of combining qualitative and quantitative evidence and checking data quality before drawing conclusions.
• Experience of translating insight into clear recommendations, priorities and measurable actions.
• Confidence working with survey data, customer feedback, complaints, public reviews, operational measures and other complex datasets.
• Experience producing dashboards, management information, presentations or governance reporting for a range of audiences.

Responsibilities

• Analyse customer and adviser feedback alongside complaints, Trustpilot and other public reviews, operational data, risk events, failure demand, processing demand and relevant research.
• Produce clear, accurate and timely insight that identifies themes, root causes, differential outcomes, emerging risks and opportunities for improvement.
• Support the design and continuous improvement of Voice of Customer survey frameworks, including question sets, distribution approaches, target tolerances, measures and reporting requirements.
• Coordinate the data, technology and operational requirements needed to issue surveys and strengthen the coverage, reliability and automation of customer feedback.
• Develop and maintain dashboards, reports, presentations and governance updates that make insight easy to understand and support evidence-based decisions.
• Work with accountable owners to convert insight into prioritised actions, track progress and assess whether changes have delivered the intended customer and business outcomes.
• Undertake external benchmarking and market research across customer experience, journeys, digital engagement, propositions and relevant industry practice.
• Lead the day to day management of Quilter's external review and adviser feedback arrangements, including VouchedFor, supplier relationships, forums, data exchanges, access processes, controls and service issues.
• Maintain robust processes for recurring data submissions, joiner and leaver activity, audit checks and issue resolution, ensuring personal data is handled appropriately and responsibilities are clear.
• Monitor the quality and integrity of third‑party and internal datasets, investigate discrepancies and recommend sustainable improvements to systems, controls and ways of working.
• Support customer journey analysis by bringing relevant experience evidence into journey maps, scorecards, problem statements and improvement priorities.
• Prepare and faciliti…
• Apply Consumer Duty and vulnerable customer considerations throughout analysis, reporting and recommendations, including customer understanding, consumer support, foreseeable harm and differential outcomes.

Skills

Customer experience

Voice of Customer

Data analysis

Stakeholder management

Dashboard creation

Tools

Power BI

Excel

Job description

Quilter plc in Southampton is seeking a Customer Experience Analyst to turn customer and adviser feedback into clear, actionable insight drawn from Voice of Customer surveys, complaints and public reviews. You will translate findings into concise dashboards, reports and governance updates for senior stakeholders.

You will collaborate across Operations, Insight, Digital, Technology and Risk to shape survey frameworks, monitor data quality and deliver measurable improvements that balance customer