Customer Experience Analyst in Glasgow

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Getronics is a global leader in technology solutions with a team of over 4,000 colleagues in 22 centres, providing comprehensive end-to-end services across the globe. Our mission is to deliver and continually evolve reliable IT services and solutions to empower organisations to maximise their business potential.

We have an exciting opportunity for a Customer Experience Analyst to join our team in Glasgow!

What we can give you:

• 25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidays
• Hybrid working – home and Glasgow office
• Full training provided as part of robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available
• Employee Referral Scheme
• Flexible benefits package that aims to offer something for everyone
• GetVibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics!
• 24/7 advice and support across a wealth of topics with free access to our Employee Assistance Programme
• To give back to the community and in support of our global ESG programme, you’ll be given 1-day paid leave to participate in local volunteering projects
• Company Pension Scheme, plus life assurance, and access to our free Digital GP App via Aviva
• Private medical cover from 12 months
• Global Recognition Program – 40+ awards were made last year under our RecogniseMe scheme

Role Purpose:

As a Global Customer Experience & Data Analytics Leader, you will be a strategic partner in transforming the customer journey through data-driven insights, voice of the customer (VoC) analysis, and cross-functional collaboration. This role blends deep analytical expertise with qualitative research and stakeholder engagement to influence business performance, drive operational efficiency, and support long-term strategic goals. You will act as a catalyst for embedding customer-centric thinking and continuous improvement across the organisation.

What to expect:

Customer Insight & Voice of the Customer (VoC):

• Lead the design and execution of qualitative and quantitative research studies interviews, focus groups, workshops) to uncover deep insights into customer experiences, needs, pain points, and behaviours.
• Regularly analyse VoC data to identify trends, themes, risks, and value drivers that inform product and service transformation.
• Act as a subject matter expert in VoC, providing actionable intelligence to journey owners, product teams, and executive stakeholders.
• Work with Service desks, Resolver teams, HR and Marketing to embed customer feedback mechanisms and closed-loop processes that drive change and enhance customer satisfaction.
• Promote a customer-first culture by storytelling and delivering clear, engaging insights that inspire action and behaviour change.

Data Analysis & Strategic Insight:

• Collect and analyse customer and business data from CRM systems, transactional databases, surveys, and feedback platforms.
• Use statistical techniques, exploratory analysis, and predictive modelling to uncover trends, forecast behaviour, and identify improvement opportunities across the customer journey.
• Synthesise data from multiple sources (VoC, market intelligence, internal analytics) to provide a 360-degree view of customer and business performance.
• Translate complex data into compelling narratives that influence senior decision-makers.
• Analyse and optimise data structures and schemas to support efficient and integrated analytics solutions.
• Ensure data quality, consistency, and accessibility to support robust analysis and insight generation.
• Develop and deliver impactful dashboards, reports, and visual presentations to communicate insights clearly and drive strategic decisions.
• Tailor messaging and formats for various audiences, from senior leadership to operational teams, highlighting actionable outcomes and strategic implications.

Cross-functional Collaboration & Leadership:

• Collaborate with marketing, IT, product, customer support, and transformation teams to implement insight-led initiatives that improve customer experience and drive business results.
• Actively engage with senior stakeholders to understand their challenges and priorities, aligning research and analytics plans to strategic business needs.
• Act as an ambassador for insight-led transformation and customer-centric thinking across the organisation.
• Monitor and evaluate customer experience KPIs to assess service performance, identify areas for optimisation, and track progress over time.
• Apply quality and process improvement methodologies Six Sigma, Lean) to drive efficiency and elevate service delivery.
• Support the design and improvement of products and services through customer-centric approaches and iterative development.

What we expect from you:

• Proven experience in customer experience, data analytics, business intelligence, or VoC roles.
• Expertise in designing and executing qualitative and quantitative research projects.
• Strong statistical and analytical skills; familiarity with tools.
• Ability to work with complex datasets, integrating insights from diverse sources.
• Exceptional written and verbal communication skills, with the ability to simplify complexity and tell compelling, insight-driven stories.
• Skilled at engaging senior stakeholders, influencing decisions, and driving alignment across functions.
• Experience presenting to C-level executives and facilitating change through insights.
• Demonstrated ability to lead projects, prioritise strategically, and manage competing demands aligned to commercial goals.
• Experience in transformation programs and understanding of change management principles.
• Gravitas and credibility to represent the organisation externally and build strong client relationships.
• Deep experience in VoC and customer research techniques.
• Strong interpersonal and stakeholder management skills.
• A passion for improving the customer experience and driving business transformation through data and insight.
• A collaborative, proactive mindset with the ability to lead in a matrixed, fast-paced environment.

What to do next:

As a business, we offer an Employee Referral Programme, if you have someone in your life you think would be a perfect fit then send them a link to the career’s webpage.

We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.