At a Glance
- Tasks: Analyse customer feedback and enhance journeys to drive business growth.
- Company: BUUK Infrastructure, a leader in utility innovation for a net-zero future.
- Benefits: Competitive salary, generous holiday, pension contributions, and hybrid working options.
- Other info: Join an award-winning culture that values diversity and personal development.
- Why this job: Make a real impact on customer experience and help shape the future of utilities.
- Qualifications: Analytical skills and experience with customer feedback analysis required.
The predicted salary is between 40000 - 50000 £ 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 provide a supportive environment that is committed to enabling our people to be the best ensuring they feel proud to be themselves and part of BUUK Infrastructure.
We are looking for a Customer Experience Analyst 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.
- Visualise and report on both qualitative and quantitative customer insight findings.
- Conduct deep dives, process reviews and define current and future-state journeys using established customer experience methodologies.
- Lead and coordinate customer journey mapping activities across the Group.
- Facilitate workshops and collaborative mapping sessions to identify experience gaps and co-design improvements.
- Ensure that customer-centric changes are evidence-based, practically deliverable and positively impact customer outcomes.
- Measure and clearly articulate the benefits and results of implemented improvements.
- 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.
- Attend external forums and industry events to ensure BUUK remains informed of emerging CX trends, tools and technologies.
Qualifications
- Post-16 Qualification within an analytical field or subject.
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).
- Understanding of qualitative and quantitative research techniques.
- Experience presenting insights to senior managers and directors.
- Ability to work effectively across multiple business areas and stakeholder groups.
Abilities/Skills
- Excellent analytical skills with the ability to interpret large and complex datasets.
- Outstanding attention to detail and accuracy.
- Strong communication skills with the ability to convey insight clearly and persuasively.
- Facilitation skills for workshops and mapping sessions.
- Ability to translate insight into actionable recommendations.
- Curious, proactive and comfortable challenging existing approaches.
- Able to manage multiple priorities in a fast-paced environment.
Desirable
- Degree or equivalent in analytics, data science, business, psychology or a related discipline.
- Professional qualification in Customer Experience (e.g. CCXP) or process improvement (e.g. Lean/Six Sigma).
- Experience designing and delivering customer research programmes.
- Track record of delivering improvements based on customer insight.
- Experience in utilities or other regulated industries.
- Experience using journey management, VoC or customer research platforms.
- Experience using journey mapping tools (e.g. Canva).
- Experience using BI or data visualisation tools (e.g. Power BI).
What can you expect from us:
- 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.
- To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
- Hybrid working for eligible roles.
- Development opportunities to reach your career aspirations.
BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. 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. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.
Please note we reserve the right to close the role early. Therefore, if you’re interested in this role, we encourage you to apply as soon as possible.
Senior Pension Analyst in Suffolk employer: BUUK Infrastructure
At BUUK Infrastructure, we pride ourselves on fostering a supportive and inclusive work culture that empowers our employees to excel in their roles. As a Network Planning Administrator, you will benefit from numerous growth opportunities within a company dedicated to innovation and sustainability, all while contributing to the UK's journey towards net zero. Our commitment to employee well-being and professional development makes us an exceptional employer in the utilities sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Pension Analyst in Suffolk
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BUUK Infrastructure. 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 BUUK Infrastructure 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 Senior Pension Analyst in Suffolk
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 BUUK Infrastructure:Your cover letter is your chance to shine! Tell us why you want to work at BUUK Infrastructure 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 BUUK Infrastructure!
How to prepare for a job interview at BUUK Infrastructure
✨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.
