At a Glance
- Tasks: Transform customer data into actionable insights and enhance service performance.
- Company: Join a leading telecommunications company focused on customer experience.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Inclusive hiring process with support for diverse candidates.
- Why this job: Make a real impact on customer satisfaction and drive meaningful change.
- Qualifications: Experience in customer experience analysis and strong data skills required.
The predicted salary is between 40000 - 50000 £ per year.
This role ensures optimal service performance across the customer base by delivering actionable insights and balanced scorecards. It drives continuous improvement, risk management, and customer experience enhancements, aligning service delivery with business objectives and strategic goals.
What you’ll do
- Own the development and ongoing evolution of CX performance reporting, dashboards, and insight products used by service owners and senior leadership.
- Translate complex customer and operational data into clear, actionable insights that support prioritisation, investment decisions, and performance improvement.
- Design, maintain, and govern balanced scorecards covering customer experience, quality, financial, and operational performance, ensuring a single trusted version of the truth.
- Lead deep-dive analysis to identify trends, drivers, and root causes of customer experience outcomes, with strong focus on mobile services and journeys.
- Establish and maintain robust data management practices, including metric definitions, data lineage, documentation, and quality controls.
- Proactively identify customer experience and service performance risks, clearly articulating implications and recommended actions.
- Produce executive-level dashboards, performance packs, and presentations that clearly communicate performance, insight, and recommended actions.
- Support initiatives to improve NPS and customer satisfaction through insight-led identification of experience drivers.
- Act as a trusted insight partner to stakeholders across Networks, IT, Operations, and CX, influencing decisions through analytical credibility and storytelling.
- Ensure reporting and insight practices align with internal governance, controls, and relevant industry frameworks.
Qualifications
- Proven experience delivering customer experience or service performance insight within a mobile or telecommunications environment with an understanding of mobile products, services, customer journeys, and the factors that influence customer experience.
- Proven data and analytical capability, with experience working across multiple datasets to identify trends, drivers, and improvement opportunities.
- Demonstrated experience designing and maintaining dashboards and performance reporting for senior and executive audiences, with advanced ability to translate complex data into clear, compelling narratives and presentations that drive decision-making.
- Experience applying analytical techniques such as trend analysis, root cause analysis, and performance segmentation.
- Familiarity with service management frameworks, performance governance, and risk/control considerations (e.g. ITIL, scorecard-based performance management).
- Proven stakeholder engagement skills, with confidence to challenge assumptions and influence through insight.
Need to know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email jobs@three.co.uk for guidance.
Customer Experience Data and Insight Specialist in Newbury employer: Threeuk
At our company, we pride ourselves on fostering a dynamic work culture that prioritises employee growth and development. As a Customer Experience Data and Insight Specialist, you will have the opportunity to work with cutting-edge data analytics in a supportive environment that values innovation and collaboration. Our commitment to diversity and inclusion ensures that every voice is heard, making it an excellent place for those seeking meaningful and rewarding employment in the telecommunications sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Data and Insight Specialist in Newbury
✨Get to Grips with Data Visualisation Tools
If you're aiming for a full-time role in business intelligence, brush up on your skills with popular data visualisation tools like Tableau or Power BI. Showcasing projects where you've transformed raw data into clear visual insights can give you a real edge.
✨Join Local Business Intelligence Meetups
Look for local business intelligence meetups or analytics conferences in your area. These events are not just great for learning but also for networking with industry professionals who could lead you to opportunities at companies like Threeuk!
✨Engage with Online BI Communities
Join online forums or communities focused on business intelligence—think LinkedIn groups, Reddit threads, or even dedicated Slack channels. Engage actively by sharing your insights and asking questions; this can help you build visibility and connect with potential employers.
✨Leverage Your University’s Career Support
If you're a recent graduate, definitely tap into your university's career services. Many have connections with companies in need of full-time BI specialists, and they can guide you on how to pitch yourself effectively—don't miss out on that!
We think you need these skills to ace Customer Experience Data and Insight Specialist in Newbury
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Threeuk, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at Threeuk
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with Threeuk’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
