At a Glance
- Tasks: Analyse customer feedback and performance data to enhance the overall customer experience.
- Company: Join the UK's leading aviation and aerospace regulator with a commitment to safety and innovation.
- Benefits: Enjoy flexible working, 28 days annual leave, and a free onsite gym at Gatwick.
- Other info: Embrace hybrid working and grow your career with excellent development opportunities.
- Why this job: Make a real impact on customer experiences in a dynamic and supportive environment.
- Qualifications: Experience in customer experience analysis and proficiency in data analysis tools required.
The predicted salary is between 31000 - 38992 £ per year.
Salary: £31,000 up to £38,992 per annum dependent upon experience
Contract Type: 12 Month Fixed Term Contract
Security Level: SC
Visa Restrictions: This position does not offer visa sponsorship
We are the UK's aviation and aerospace regulator and recognised as a world leader in its 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. Responsible for analysing customer feedback, performance metrics, and trends to provide actionable insights that enhance the overall customer experience. This role requires a strong understanding of data analysis, customer behaviour, and performance measurement, aligned with the GDS and CAA Service Standard principles.
Core Accountabilities
- 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. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance. SC - 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 this will need to be 5 years. 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.
Relocation & Property
The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations. We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028.
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.
Working With Us
We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day-to-day role, providing you with opportunities to develop and grow your career with us. We have embraced hybrid working and offer flexible working patterns, being open to having a conversation about what works for you. We know where and when we work is important in achieving a work-life balance.
We offer a range of excellent benefits such as flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!
Our Values: Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone.
Closing Date: Friday 5th June 2026
Interview Date: W/C Monday 15th or 22nd June 2026
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
No recruitment agencies please.
Customer Experience Performance Analyst in London employer: UK Civil Aviation Authority
The Civil Aviation Authority (CAA) is an exceptional employer, offering a dynamic work environment that prioritises employee growth and collaboration. With a commitment to inclusivity and flexible working arrangements, employees benefit from a supportive culture that encourages continuous learning and development, alongside attractive perks such as a generous pension scheme and access to onsite facilities. Located in Gatwick, the CAA is not only a leader in aviation regulation but also values the well-being of its staff, making it a rewarding place to build a meaningful career.
Contact Details:
UK Civil Aviation Authority Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Performance Analyst in London
✨Tip Number 1
Network like a pro! Reach out to people in the aviation and aerospace sectors, especially those who work at the CAA. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for your interview by diving deep into customer experience trends and data analysis techniques. Brush up on tools like Excel and SQL, and be ready to discuss how you've used them to improve customer experiences in the past.
✨Tip Number 3
Showcase your analytical skills during interviews! Bring examples of how you've identified issues from customer feedback and turned them into actionable insights. This will demonstrate your value to the team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the CAA and contributing to our mission of enhancing customer experience.
We think you need these skills to ace Customer Experience Performance Analyst in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Experience Performance Analyst. We want to see how you can contribute to our mission, so don’t hold back on showcasing your relevant experience!
Show Off Your Data Skills:Since this role involves a lot of data analysis, be sure to mention any tools you're proficient in, like Excel or SQL. We love seeing candidates who can demonstrate their analytical prowess, so include specific examples of how you've used these tools to drive insights.
Communicate Clearly:Your written application is your first chance to impress us, so make it count! Use clear and concise language, and ensure your points are easy to follow. Remember, we value excellent communication skills, so let your personality shine through!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be good to go!
How to prepare for a job interview at UK Civil Aviation Authority
✨Know Your Data Tools
Make sure you're familiar with the data analysis tools mentioned in the job description, 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 metrics.
✨Understand Customer Experience
Dive deep into what customer experience means for the CAA. Be prepared to talk about how you can enhance service delivery based on customer insights. Think of specific examples where you've improved customer experiences in previous roles.
✨Prepare for Scenario Questions
Expect questions that ask you to solve hypothetical problems related to customer experience analysis. Practice articulating your thought process clearly, focusing on identifying root causes and proposing actionable solutions.
✨Show Your Collaborative Spirit
Since the role involves working with cross-functional teams, be ready to share examples of how you've successfully collaborated with others in the past. Highlight your ability to engage with different departments to implement improvements based on data analysis.
