Service Improvement Analyst

Our priority is to match the right person to the right role, and we never want salary to be a barrier to applying. Regardless of your current pay, we’ll ask about your salary expectations during the application process, and our Talent Team will have an open, honest conversation during the talent call to understand your skills and explore our salary options. If you have questions around salary, please feel free to ask us!

Location: Chiswick, London - Hybrid 2 days per week

Sponsorship: We are unable to offer sponsorship for this role

The Role

We’re looking for a commercially minded CX Insights & Service Improvement Analyst to join our Customer Experience team within Customer Operations. This role within the CX team supports the use of data and customer insight to identify service issues, highlight improvement opportunities, and support better outcomes for customers and frontline teams. Working closely with three CX leads across Process & Service Improvement, Voice of Customer (VOC), and Knowledge & Enablement, the analyst helps turn customer and operational data into clear, actionable insights. This role suits someone who enjoys working with data, understanding how services operate end-to-end, and communicating insights in a way that supports decision-making and continuous improvement.

Reporting to our Head of Customer Experience Jamie Mclellan.

Why So Energy?

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 300,000 customers and over 450 Energists (what we call our people). But we’re not done! We’re on the road to a net-zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech‑led, and passionate about sustainability. We’re driven to do our best for our customers, for each other, and for our planet. That’s why we’ve built a workplace culture that’s supportive, empowering, inclusive, and full of opportunities to grow and make an impact. At So Energy, we take pride in our values‑driven culture. We live and breathe by our six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

What you’ll be getting up to in this role:

• CX insights & VOC support
  • Analyse customer and operational data to identify trends, issues, and improvement opportunities. Support the VOC lead by analysing survey results, complaints, and other feedback sources to surface key themes and drivers.
  • Combine qualitative and quantitative insights to help explain customer pain points and service performance.
• Service & process improvement support
  • Use SQL to extract and analyse data related to contact volumes, handling times, service levels, and other operational measures.
  • Support the Process & Improvement lead with analysis that informs prioritisation and tracks improvement activity.
  • Assist in defining and maintaining service and operational metrics that support performance monitoring.
  • Contribute to audits, deep‑dives, and root‑cause analysis under guidance from CX leads.
• Reporting & storytelling
  • Produce clear, accurate reports, dashboards, and insight packs tailored to different audiences.
  • Help translate analysis into simple, actionable messages for operational teams.
  • Support regular reporting cycles and ad‑hoc insight requests.
• Ways of working & collaboration
  • Work with the Business Intelligence team to ensure data sources and metrics are consistent and well understood.
  • Help transition repeatable analysis into standard reports or dashboards where appropriate.
  • Communicate progress, findings, and any data limitations clearly to stakeholders.
  • Continue to develop skills.

You’re a great match if:

• Bachelor’s degree in a quantitative or analytical field (e.g. Computer Science, Statistics, Engineering) or equivalent practical experience.
• Typically 2–5 years’ experience in a data, insights, analytics, or service improvement role, ideally within a customer‑facing or operational environment.
• Solid SQL skills, with experience extracting and analysing data from relational databases.
• Experience working with operational or customer data, including cleaning, structuring, and validating data.
• Familiarity with performance metrics, trend analysis, and basic root‑cause analysis.
• Exposure to VOC data (e.g. surveys, complaints, feedback, contact drivers) and an interest in customer experience insights.
• Ability to communicate data findings clearly to non‑technical stakeholders.
• Experience creating reports, dashboards, or presentations to support insight sharing.
• Experience with data visualization tools (e.g. Looker or similar) is desirable.
• Collaborative and curious, with a willingness to learn and adapt.
• A proactive mindset and interest in improving customer and colleague outcomes through data.

Research shows that some underrepresented people are less likely to apply for a role unless they are 100% qualified. We believe your experience, skills, and passion will set you apart. We encourage you to apply and tell us about your journey, even if you don’t tick all the boxes.

Our Hiring Process:

• Talent Screen - 20 minutes Teams call
• Hiring Manager competency‑based Interview
• Final stage interview

APPLICATIONS CLOSE ON 2nd February 2026

What’s in it for you?

• Smart Working Charters - Hybrid working – Each team has its own Smart Working Charter. Ask your talent partner for more details.
• Growth & Development - Personalised learning & development budgets – to support your growth journey, L&D buddies to guide you along the way. Educational Sponsorships – like Code First Girls. Internal learning platform – with thousands of valuable resources.
• Pay & Reward - Up to 10% performance bonus – based on company and personal performance. Annual Salary Reviews – to ensure we remain competitive in the market. Commitment to being a real living wage provider.
• Time Off That Matters - Your birthday off – it only comes once a year, so enjoy it! 3 So Giving Days – spend time supporting a cause you care about. Enhanced family leave – supporting you through every life chapter.
• Health & Wellbeing - Unmind – Access to personalised coaching or therapy to support your mental wellbeing. Physical Support – Free eye tests, flu vaccinations. Access to Perkbox – Additional wellbeing & savings benefits. Menopause Policy – To ensure all employees are being taken care of.
• Belonging & Recognition - Affinity Groups – join one of our employee groups to foster meaningful connections. Bi‑annual Value Awards – because your hard work deserves recognition. Monthly events – to find balance and bring our team together. Charitable Fundraising – to give back to our communities.

Diversity, Equity, Inclusion & Belonging

As a Disability Confident Committed employer, we encourage applications from everyone, and we will ensure fair and accessible recruitment for all. At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion, and belonging. We are a global community, and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it throughout our entire culture.