At a Glance
- Tasks: Analyse customer behaviour and improve experiences using data and AI.
- Company: Join Accenture, a global leader in professional services and innovation.
- Benefits: Enjoy competitive salary, flexible work policies, and generous leave.
- Other info: Collaborative environment with opportunities for career growth and development.
- Why this job: Make a real impact by transforming customer insights into actionable strategies.
- Qualifications: Experience in customer analytics and strong Python skills required.
The predicted salary is between 56700 - 69300 £ per year.
We Are Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.
The Role
Customers now move fluidly between digital and assisted channels, but many organisations still struggle to connect those interactions into a clear view of behaviour, experience and performance. As a Customer Experience Insights Specialist, you will help clients understand customer behaviour, segments and journeys across CRM, contact centre, digital and first‑party data. You will identify friction, explain channel performance and turn evidence into practical opportunities to improve customer experience and customer service. This is a hands‑on consulting role. You will use Python, analytics and generative AI to explore data, test hypotheses and create actionable insight. You will work directly with clients, independently lead analytical workstreams and stay focused on recommendations that can be implemented and measured.
What You Will Do
- Understand Customer Behaviour & Journeys: Analyse customer behaviour, segments, journeys and interactions across digital and assisted channels. Identify journey friction, service failure demand, channel leakage and opportunities to improve customer outcomes. Develop segmentation and behavioural insights that support more relevant experiences and services.
- Connect Customer & Channel Data: Combine CRM, contact centre, digital analytics, customer feedback and first‑party data to create a joined‑up view of customer experience. Assess data quality, consistency and suitability for customer and channel analysis. Connect customer, operational and commercial measures to explain experience and performance.
- Generate Insight with Analytics & AI: Use Python and analytical techniques to explore data, test hypotheses, automate analysis and build repeatable insight products. Apply generative AI responsibly to accelerate analysis, synthesise evidence and enhance insight generation. Use visualisation and clear storytelling to communicate patterns, root causes and optimisation opportunities.
- Shape Optimisation & Strategy: Translate complex analysis into clear recommendations for customer experience, customer service and channel strategy. Define practical measurement approaches for customer experience and channel performance. Work with service design, journey management, CRM, data and technology teams to move from insight to action.
- Engage Clients & Deliver: Lead analytical workstreams from problem definition through to recommendation. Engage client stakeholders and present findings to non‑technical and senior audiences. Contribute reusable methods, assets and points of view to the Song AI and Data practice.
Required - Experience & Knowledge
- Experience in customer analytics, customer experience analytics, channel analytics or a closely related discipline.
- Practical knowledge of contact centre operations, customer service journeys, interaction data and performance measures.
- Experience and knowledge of CRM environments, customer journey management and omnichannel experience optimisation.
- Ability to combine digital, assisted‑channel and first‑party data to explain customer behaviour and performance.
- Strong hands‑on Python skills, supported by experience with SQL, data visualisation or equivalent analytical tools.
- Experience using generative AI to support analysis, synthesis or insight development, with appropriate quality checks and judgement.
- Proven client‑facing experience and the ability to communicate complex analysis to non‑technical and senior stakeholders.
- Self‑sufficient, proactive and comfortable delivering high‑quality work in ambiguous, fast‑paced environments.
Preferred Experience
- Experience with digital analytics platforms such as Adobe Analytics, GA4 or Contentsquare.
- Experience with customer journey analytics or journey orchestration platforms.
- Experience with contact centre analytics, speech or text analytics, and voice‑of‑customer data.
- Knowledge of experimentation, optimisation, predictive analytics or machine learning.
- Experience with data visualisation tools such as Power BI or Tableau.
Who You Are
You are curious about why customers behave as they do and practical about turning that understanding into action. You are as comfortable exploring data and testing hypotheses as you are presenting a clear point of view to a client. You create structure from ambiguity, take ownership of your work and stay focused on measurable customer and business outcomes. You are collaborative when the work requires it and self‑sufficient when you need to move independently.
What's in it for You
Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits. These include: 30 days of leave per year plus 3 extra volunteering days for charitable work of your choice, family-friendly and flexible work policies, attractive pension plan with financial wellbeing support and resources, private healthcare insurance plan and mental wellbeing support, employee assistance programme, career development and counselling, and a range of generous parental leave offerings.
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent‑and innovation‑led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
Customer Experience Insights Specialist in London employer: 3003 Accenture (UK) Limited Company
Accenture is an exceptional employer, offering a vibrant work culture in London that champions innovation, diversity, and personal growth. Employees benefit from competitive salaries, generous leave policies, and comprehensive health and wellbeing support, all while working collaboratively to drive impactful change for clients. With a strong commitment to career development and a focus on creating 360° value, Accenture empowers its team members to thrive both professionally and personally.
Contact Details:
3003 Accenture (UK) Limited Company Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Insights Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 3003 Accenture (UK) Limited Company. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 3003 Accenture (UK) Limited Company before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Insights Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 3003 Accenture (UK) Limited Company:Your cover letter is your chance to shine! Tell us why you want to work at 3003 Accenture (UK) Limited Company specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 3003 Accenture (UK) Limited Company!
How to prepare for a job interview at 3003 Accenture (UK) Limited Company
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
