At a Glance
- Tasks: Analyse customer feedback and performance data to enhance service delivery.
- Company: Join the UK's leading aviation and aerospace regulator.
- Benefits: Flexible working, gym access, 28 days leave, and a generous pension scheme.
- Other info: Inclusive workplace with opportunities for diverse candidates.
- Why this job: Make a real impact on customer experience in a dynamic industry.
- Qualifications: Experience in data analysis and customer experience roles required.
The predicted salary is between 31000 - 38992 € per year.
We are the UK's aviation and aerospace regulator and are recognised as a world leader in our field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.
The Role
- To provide a CAA-wide service assurance process to ensure consistent, high-quality delivery and service outcomes aligned with the CAA service standard.
- The role requires a strong understanding of data analysis, customer behaviour, and performance measurement, aligned with the GDS and CAA Service Standard principles.
- Analyse customer feedback and performance data to identify themes.
- Identify root causes of issues, providing comprehensive recommended solutions where possible.
- Responsible for gathering, analysing and pulling together both operational performance and customer insights with the aim of improving customer experience.
- Collate and contribute all data and insights to support CX Service Governance team, tracking and monitoring changes to provide insights.
- Interrogate, analyse and interpret large data sets (e.g. service performance data), using outputs to inform and provide recommendations for operational improvements.
- Support the definition of key performance indicators (KPIs) to measure, track, enhance and simplify the usability of customer interactions.
- Create, report, and conduct analysis of data and information for trending and problem resolution.
- Contribute to user research to understand customer needs and behaviours, ensuring that insights are used to improve service delivery.
- Encourage consistent customer experience enhancements across all channels and touchpoints.
- Advocate for accessibility and inclusivity in all customer experience initiatives.
- Engage and collaborate with cross-functional teams to implement improvements based on analysis or feedback.
- Support agile methodologies aligned with CAA best practices.
- Regularly review and refine customer experience strategies based on performance data and user feedback.
- Ensure that all customer data is handled securely and in compliance with privacy regulations.
- Measure against success metrics and transparently report on performance.
- Utilise appropriate data analysis tools and technologies to support customer experience improvements.
- Ensure that customer experience initiatives are reliable and consistently meet user needs.
- Provide day to day support for Service Governance Team and CX Strategy & Approach project.
About You
- Experience in customer experience analysis, data analysis, or a related role.
- Proficiency in data analysis tools (e.g., Excel, SQL, Tableau, Power BI).
- Strong analytical and problem‑solving skills.
- Excellent communication and presentation skills.
- Ability to work independently and as part of a team.
- Attention to detail and accuracy.
- Knowledge of statistical analysis techniques; experience with customer experience management platforms desirable.
- Familiarity with CRM systems and customer journey mapping.
- Familiarity of Government Digital Service (GDS).
Additional Information
For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. To be eligible, post holders must undergo National Security Vetting and achieve the appropriate level of clearance. Security Clearance: To be vetted we will usually expect a reasonable period of residency in the UK so that meaningful checks can be undertaken. For this role, ten years of residency are required. If you do not meet these requirements, we may not be able to accept your application. The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.
Inclusive Recruitment
We are passionate about diversity and ensuring all are included at the CAA. We are an equal‑opportunity employer and actively encourage applications from candidates of all backgrounds. As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know.
Benefits
We offer a range of benefits including flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, an additional 5 days leave purchase scheme, a generous pension scheme and more.
Customer Experience Performance Analyst employer: Civil Aviation Authority
The Civil Aviation Authority (CAA) is an exceptional employer, offering a dynamic work environment in Gatwick that prioritises employee well-being and professional growth. With benefits such as flexible working arrangements, a free onsite gym, and a generous pension scheme, the CAA fosters a culture of inclusivity and support, ensuring that every team member can thrive while contributing to the safety and efficiency of the aviation industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Performance Analyst
✨Tip Number 1
Get to know the company inside out! Research the CAA's values, mission, and recent projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at the CAA. Personal connections can make a huge difference!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your skills in data analysis and customer experience can directly benefit the CAA. Use real examples from your past work to demonstrate your problem-solving abilities.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the CAA and ready to contribute to their mission.
We think you need these skills to ace Customer Experience Performance Analyst
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Performance Analyst role. Highlight your experience in data analysis and customer behaviour, as these are key aspects of the job. We want to see how your skills align with our needs!
Showcase Your Analytical Skills:Since this role involves a lot of data analysis, be sure to mention any tools you’re proficient in, like Excel or SQL. Share specific examples of how you've used data to improve customer experiences in the past. We love seeing those real-world applications!
Communicate Clearly:Your written application should reflect your excellent communication skills. Keep it clear and concise, and make sure to proofread for any typos or errors. We appreciate attention to detail, so let that shine through in your writing!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at the CAA!
How to prepare for a job interview at Civil Aviation Authority
✨Know Your Data Tools
Make sure you're familiar with data analysis tools like Excel, SQL, Tableau, and Power BI. Brush up on your skills and be ready to discuss how you've used these tools in past roles to analyse customer feedback and performance data.
✨Understand Customer Experience
Dive deep into the principles of customer experience management. Be prepared to talk about how you’ve identified themes from customer feedback and what solutions you proposed to enhance service delivery.
✨Showcase Your Analytical Skills
During the interview, highlight specific examples where your analytical and problem-solving skills made a difference. Discuss how you’ve interrogated large data sets to inform operational improvements and track key performance indicators.
✨Communicate Effectively
Strong communication is key! Practice explaining complex data insights in a clear and concise manner. Be ready to present your findings and recommendations confidently, as this role requires collaboration with cross-functional teams.
