Customer Experience Insights Specialist

We Are

Consultant (CL9)

London or Manchester

Song AI and Data

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 & 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.

Visit us at: https://www.accenture.com/gb-en/about/accenture-song-index

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.

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 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

• 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
• A range of generous Parental Leave offerings
• SNGCR01

• Experience in Customer Analytics, Customer Experience Analytics, or Channel Analytics.
• Strong knowledge of CRM, customer journey management, and omnichannel experience optimization.
• Understanding of contact centre operations, customer service journeys, and performance metrics.
• Ability to analyze and combine customer, digital, and first-party data.
• Strong hands-on Python skills with SQL and data visualization experience.
• Experience using Generative AI for analysis and insight development.
• Proven client-facing and stakeholder management experience.
• Self-driven and able to work in fast-paced, ambiguous environments.

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