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Customer Experience Analyst

ELEXON
London, GBR
Full-time
Onsite
£52,000
Discovered 1 months ago
Customer experience measurementCustomer insight and analysisCustomer data managementCustomer feedback and survey analysisQuantitative and qualitative analysisPerformance metrics and KPIs

Full Job Posting

Role overview

Permanent Customer Experience Analyst role in Elexon's Customer Experience team, Grade 11.

The analyst is a specialist in customer insight, measurement, and performance, helping the organisation understand experiences and identify improvements.

The role combines customer feedback, survey data, operational performance information, and organisational data.

What you'll do

  • Own the customer experience measurement framework and improve customer satisfaction, ease, and other performance measures.
  • Establish reporting standards and governance; analyse customer, service, and operational data for trends, risks, opportunities, and emerging issues.
  • Develop dashboards, reporting packs, and insight products, joining information from multiple organisational sources.
  • Use evidence to influence planning and decisions; identify and lead improvements to customer data collection, quality, and accessibility.
  • Provide expert guidance, turn quantitative and qualitative information into recommendations, and coach colleagues in interpreting customer insight.
  • Support strategic initiatives, service reviews, and improvement programmes through customer analysis.

What you'll bring

  • Experience collecting, managing, and storing customer data and turning analysis into meaningful customer insight.
  • Experience using customer insight to support online or digital adoption, and developing and reporting performance metrics and KPIs.
  • Experience with customer feedback and survey data, including online sources; able to interpret quantitative and qualitative information.
  • Experience creating dashboards, management reports, and insight products.
  • Strong stakeholder management, communication, planning, organisation, and attention to detail; able to present complex information clearly.
  • Strong Excel skills and experience using reporting tools.

Beneficial experience

  • Customer experience, customer insight, or service management experience is beneficial.
  • Knowledge of customer satisfaction, customer effort/ease, or other CX measurement approaches is beneficial.
  • Power BI or similar visualisation tools, customer journeys or service design, and regulated or complex operational environments are beneficial.

Salary and benefits

  • Salary is £52,000; the description does not specify a pay cadence.
  • Benefits include a bonus, private medical insurance, and a generous pension scheme.

Workplace

  • Hybrid working approach with two days in the London office.

Culture

Elexon describes its culture as inclusive and committed to equality of opportunity, diverse talent, listening to all voices, and employee wellbeing.

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