At a Glance
- Tasks: Enhance customer journeys by analysing feedback and collaborating with stakeholders.
- Company: BUUK Infrastructure, a leader in utility innovation for a sustainable future.
- Benefits: Competitive salary, generous holiday, pension contributions, and hybrid working options.
- Other info: We value diversity and encourage all backgrounds to apply.
- Why this job: Join us to make a real impact on customer experience and drive business growth.
- Qualifications: Experience in customer feedback analysis and knowledge of customer experience frameworks.
The predicted salary is between 29700 - 36300 £ per year.
At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years. We are looking for a Customer Journey Specialist who would like to help us reach our mission to earn customer loyalty and drive business growth by providing consistently excellent service.
Purpose of this role
The Customer Experience Analyst will partner with business units across BUUK to translate customer insight into actionable improvements. Using customer listening data, analytical techniques, and journey-mapping methodologies, the role will identify opportunities to enhance customer journeys and support the wider organisation in embedding customer-centric decision making.
Your key responsibilities are
- Undertake business partnering with key stakeholders and journey owners across BUUK to help the wider business understand the voice of the customer, end-to-end journeys and opportunities for improvement.
- Analyse customer feedback, behavioural data and journey performance metrics to identify trends, pain points and improvement opportunities.
- Conduct deep dives, process reviews and define current and future-state journeys using established customer experience methodologies.
- Build and maintain positive relationships with internal and external stakeholders to support the adoption of customer-led improvements.
- Deliver primary and secondary research including surveys, interviews, focus groups and benchmarking activities.
Experience/Knowledge
- Experience analysing customer feedback, performance data or research data.
- Knowledge of Customer Experience frameworks (e.g. journey mapping, Voice of the Customer methodologies).
Desirable
- Degree or equivalent in English, business, psychology or a related discipline.
- Professional qualification in Customer Experience.
Benefits
- Cost of living annual pay review.
- Company pension contributions up to 10% if employees contribute 5%.
- 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
- Enhanced maternity, paternity and adoption pay.
- Referral payment of £1000 (net of tax) for successful referrals.
- Hybrid working for eligible roles.
- Development opportunities to reach your career aspirations.
We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do. Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. You can also ask us about flexible working options. Therefore, if you're interested in this role, we encourage you to apply as soon as possible.
Locations
Specjalista / Specjalistka ds. serwisu i reklamacji in Bury St Edmunds, Suffolk employer: BUUK Infrastructure
At BUUK Infrastructure, we pride ourselves on being an excellent employer, offering a supportive culture that prioritises employee wellbeing and safety. With competitive benefits such as a generous pension scheme, extensive holiday allowance, and opportunities for professional development, we empower our Compliance Officers to thrive in their roles while contributing to our mission of delivering exceptional service. Our commitment to equity, diversity, and inclusion ensures that every team member feels valued and respected, making BUUK a truly rewarding place to work.
