Senior Customer Experience Analyst

Checkatrade; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading home improvement platform in the UK is seeking a Senior Customer Experience Analyst to enhance operational efficiencies and streamline customer experience. The role requires proven success in CX strategy and a strong analytical skill set. You will work closely with cross-functional teams to implement impactful solutions that improve processes and ensure data-driven decision-making. This position offers a competitive salary and various employee benefits.

Benefits

Competitive salary + annual bonus

Health, well-being and learning support

Gym membership

Birthday/Special day leave

Buy & sell holiday scheme

1 week’s paid charity leave

Qualifications

• Proven experience in CX Strategy or Customer Operations
• Strong track record of improving processes
• Experience driving cross-functional change

Responsibilities

• Deliver operational improvement projects
• Translate CX strategy into actionable projects
• Build scalable reporting solutions

Skills

CX Strategy experience

Analytical skills

Problem-solving

Communication skills

Process design

Tools

Tableau

Google Sheets

SQL

Python

Job description

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Senior Customer Experience Analyst

Want to do work that really matters?

At Checkatrade, we're building the UK's go-to home improvement marketplace. Every day, we help millions of homeowners find the right tradesperson for the job - fast, fair, and without the faff.

As our next Senior Customer Experience Analyst, you'll play a key role in making that happen. From driving operational efficiency, insight‑led improvements, and automation across our customer experience ecosystem, your work will help us move forward, one job at a time.

Responsibilities

• Delivering discovery → definition → execution of operational improvement projects such as billing accuracy, lead‑handing efficiency, and process simplification.
• Translating the CX strategy and goals into clear, actionable projects with measurable outcomes.
• Partnering with Data Engineering and BI to build scalable, sustainable, and low‑maintenance reporting solutions.
• Convening and aligning teams across Customer Service, Product and Engineering to agree problem statements, timelines, and accountabilities.
• Tracking delivery, reporting progress, and communicating updates in concise, senior‑friendly summaries showing business impact.
• Owning and scaling how we use call transcripts to produce insights that drive policy, product, and operational improvements.
• Championing automation and self‑serve opportunities that reduce handle time and re‑contacts.
• Ensuring data quality and process integrity to enable ongoing automation and operational excellence.
• Defining and monitoring success metrics across initiatives, and producing clear weekly/monthly dashboards for leadership.
• Running the weekly business review, ensuring high cross‑functional satisfaction and clarity on progress.
• Modelling high ownership, pace, and resilience - and helping build a transparent, data‑driven culture.

Qualifications

• Proven experience in CX Strategy or Customer Operations, with a strong track record of improving processes.
• Strong analytical and problem‑solving skills; comfortable using Tableau, Google Sheets and SQL (Python preferred but not essential).
• Experience driving cross‑functional change with measurable business impact.
• Excellent written and verbal communication – especially when presenting insights to senior audiences.
• Confidence in process design, automation, and continuous improvement methods.

Benefits

• Competitive salary + annual bonus
• Health, well‑being and learning support
• Gym membership, Smart Tech Scheme and Cycle Scheme
• Birthday/Special day leave
• Buy & sell holiday scheme
• 1 week’s paid charity leave and much more!

Interview Process

• Screening call with one of our Talent Acquisition Partners
• 1st stage interview with the Hiring Manager
• 2nd stage interview with cross‑functional Operations Manager
• 3rd stage interview with cross‑functional Data Manager
• 4th stage case study interview

If you require any reasonable adjustments during our interview process, please discuss them with your Talent Acquisition Partner.

If this sounds like the place where you can do your best work, we'd love to hear from you, even if you don't tick every box.

About us

We're Checkatrade – the UK’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business.

We're growing fast, with big plans to become the go‑to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you'll fit right in.