Customer Experience Specialist

We’re searching for a talented Data & Insight Analyst to join our high‑performing team and help shape the future of our customer service. In this role, you’ll take ownership of developing analytical reporting and turning complex data into powerful insights that drive real improvements to the customer experience. As the data specialist within our Customer Operation team, you’ll work across multiple systems to extract, interpret, and visualise data in clear, engaging, and meaningful ways. You’ll be trained and fully embedded within our Customer Operations Systems and teams, acting as the guardian of the data they rely on every day. You’ll manage a varied pipeline of bespoke data requests—digging beneath the surface to understand business needs and translate them into actionable outputs. To thrive here, you’ll bring curiosity, a strong analytical mindset, and the ability to transform complexity into simple, compelling insight that empowers teams to make smarter decisions. The role will be based at our Pride Park Offices in Derby but can work out of any of our customer hubs in Coventry, Leicester, Edgbaston or Shrewsbury. You’ll work within our dedicated team of 8 to 10 people. With this being such a critical role, we’re looking for someone who can join us 37 hours a week, Monday to Friday.

Responsibilities

• Develop analytical reporting and turn complex data into insights that drive customer experience improvements.
• Act as the data guardian within the Customer Operations team, working across multiple systems to extract, interpret, and visualise data.
• Manage a varied pipeline of bespoke data requests and translate business needs into actionable outputs.
• Collaborate with teams to ensure data accuracy and support confident decision‑making.

What We’re Looking For

We’ll want you to bring experience working in a complex data environment—or a strong, demonstrable interest in developing your data expertise—alongside a solid understanding of DAX and hands‑on use of visualisation tools like Power BI. With strong analytical and problem‑solving skills, you’ll be able to interpret complex datasets, translate them into meaningful insight, and build robust data models that support confident decision‑making. You’ll be comfortable managing your own workload in a fast‑paced setting, maintaining a “right‑first‑time” mindset that prioritises accuracy, quality, and a determination to uncover the correct answer. Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

How We’ll Reward and Care for You in Return

It’s not just a job; it’s a career. We offer benefits that reward great work and award‑winning training to help you reach your potential. Plus, you’ll contribute to the environment and community too. Here are some of our favourites:

• 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (of up to £2,225, which is subject to eligibility)
• Family-friendly policies (including a year off fully paid maternity and adoption leave)
• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
• Sharesave – the chance to buy Severn Trent plc shares at a discounted rate
• Dedicated training and development with our Academy
• Electric vehicle scheme and retail offers
• Two paid volunteering days per year

We can’t wait to hear from you! Have an updated CV ready and spare five minutes to apply. We’ll let you know the outcome after the closing date, so keep an eye on your phone and emails.