London-Based Customer Experience Insights Analyst

Elexon; Greater London; Hybrid; GBP 47,000 - 57,000; Full time

Job summary

Elexon is seeking a Customer Experience Analyst (Grade 11) in London to turn customer data and feedback into actionable insight that shapes smarter decisions and better services. This permanent role sits within the Customer Experience team, focusing on measurement, governance and data-led improvements.

You will own the customer experience measurement framework, develop dashboards and reports, and influence business planning with evidence-based recommendations.

Qualifications

• Experience collecting, managing and storing customer data.
• Strong experience analysing data to derive meaningful customer insight.
• Experience using customer insight to support online or digital adoption.
• Experience developing and reporting performance metrics and KPIs.
• Ability to interpret both quantitative and qualitative information.
• Experience creating dashboards, management reports and insight products.

Responsibilities

• Own and develop Elexon’s customer experience measurement framework.
• Define, maintain and improve customer experience metrics including satisfaction and ease.
• Establish standards, methods and governance for customer experience reporting and insight.
• Analyse customer, service and operational data to identify trends, risks, opportunities and issues.
• Develop and maintain dashboards, reporting packs and customer insight products.
• Turn complex information into clear, practical recommendations and guidance.

Skills

Customer data analysis

Excel

Power BI

Dashboards

KPIs

Stakeholder management

Tools

Power BI

Job description

Elexon is seeking a Customer Experience Analyst (Grade 11) in London to turn customer data and feedback into actionable insight that shapes smarter decisions and better services. This permanent role sits within the Customer Experience team, focusing on measurement, governance and data-led improvements.

You will own the customer experience measurement framework, develop dashboards and reports, and influence business planning with evidence-based recommendations.