At a Glance
- Tasks: Champion customer needs and insights to drive meaningful service improvements.
- Company: Join UKSBS, a leading public sector business service provider.
- Benefits: Flexible hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Inclusive workplace with a commitment to diversity and career development.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic environment.
- Qualifications: Experience in customer-facing roles and strong analytical skills required.
The predicted salary is between 34101 - 34101 € per year.
It’s an exciting time to join UKSBS as we transform our business to become the leading UK public sector business service provider. Over the next few years, we will evolve into a modern, digitally enabled, multi‑platform organisation — and our customer experience function plays a critical role in this journey. We are now seeking two experienced Customer Journey & Insight Specialists to join our Customer Experience team. You will help us put our customers at the heart of everything we do, ensuring their needs, feedback and expectations drive meaningful improvements across our services.
Working closely with operational teams, stakeholders and continuous improvement colleagues, you will identify insights, map end‑to‑end journeys and champion the voice of the customer through ongoing transformation.
Responsibilities- Act as a customer advocate within assigned services and projects, ensuring customer needs and perspectives are considered and reflected during change and improvement activity.
- Undertake qualitative and quantitative research with clients, end users, and operational teams, including surveys, usability testing, and feedback analysis to inform service improvements.
- Develop and maintain user personas, customer journeys, and experience maps to support understanding of customer needs and service performance.
- Analyse customer behaviour and feedback to identify pain points, trends, and opportunities for improvement.
- Work collaboratively with operational teams, stakeholders, and delivery partners to align customer insight with business priorities and support effective change implementation.
- Interpret customer metrics (including NPS, CSAT and CES) to identify themes and inform continuous improvement activity.
- Present clear, evidence‑based findings and recommendations to stakeholders, supporting informed decision‑making.
- Promote and apply customer‑centred principles in day‑to‑day work, supporting a consistent and positive customer experience across services.
- Respond to feedback received through multiple channels, consolidating insight into clear and accessible outputs for teams and stakeholders.
- Monitor and evaluate the impact of improvements using agreed measures and performance indicators.
- Proven work history in a complex, operational, or customer‑facing environment.
- A strong awareness of customer experience or service delivery good practice.
- Experience applying customer‑focused or user‑centred thinking within a professional role.
- Demonstrable ability to understand user or customer needs and apply this understanding to improve services, processes, or outcomes.
- Ability to gather and use information from a range of sources to develop insight and inform decisions or recommendations, as well as the ability to analyse behaviours, feedback, or performance information to identify issues, trends, and opportunities for improvement.
- Experience using data or evidence to support service, process, or performance improvements.
- Proven ability to represent customer or user perspectives within defined areas of work, ensuring these are considered during change or improvement activity.
- Able to work collaboratively with colleagues and stakeholders to align insights with agreed objectives and priorities.
- Ability to bring together information from multiple sources and present it clearly in a way that supports understanding and action.
- Prior experience monitoring and reviewing the impact of changes or improvements, using agreed measures or outcomes, would be beneficial.
- Strong communication and organisational skills.
Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment.
For additional information and a confidential discussion please contact our Recruitment Team on recruiting@uksbs.co.uk. We are an inclusive and Disability Confident employer and welcome all applications. Find out more about our equality, diversity and inclusion commitments on our website. We look forward to hearing from you.
Customer Journey & Insight Specialist in Billingham employer: UK Shared Business Services Ltd
Joining UKSBS as a Customer Journey & Insight Specialist offers you the chance to be part of a transformative journey within the public sector, where your insights will directly influence service improvements and customer satisfaction. With flexible and hybrid working options available in Swindon, Newport, or Stockton-on-Tees, you will thrive in a supportive work culture that values collaboration, inclusivity, and continuous professional development. As we evolve into a modern, digitally enabled organisation, you will have unique opportunities to champion the voice of the customer and drive meaningful change in our services.
Contact Detail:
UK Shared Business Services Ltd Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey & Insight Specialist in Billingham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its customer journey initiatives. Show us that you understand their mission and how you can contribute to enhancing customer experiences.
✨Tip Number 3
Practice your storytelling skills! Be ready to share examples of how you've used customer insights to drive improvements in previous roles. We love hearing about real-life experiences that showcase your expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining our team.
We think you need these skills to ace Customer Journey & Insight Specialist in Billingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Journey & Insight Specialist role. Highlight your experience in customer experience and how it aligns with our mission at UKSBS. We want to see how you can put customers at the heart of everything we do!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past work where you've successfully improved customer journeys or analysed feedback. This will help us see how you can contribute to our transformation journey.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Make sure your key achievements stand out so we can quickly grasp your potential fit for the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at UK Shared Business Services Ltd
✨Know Your Customer Journey
Before the interview, dive deep into understanding customer journeys and insights. Familiarise yourself with common methodologies like user personas and experience maps. This will help you speak confidently about how you can advocate for customers in your role.
✨Showcase Your Analytical Skills
Be prepared to discuss specific examples of how you've used data to drive improvements in customer experience. Think about times you've analysed feedback or metrics like NPS or CSAT, and be ready to explain how those insights led to actionable changes.
✨Collaborative Spirit is Key
Highlight your ability to work with various teams and stakeholders. Share experiences where you’ve successfully collaborated to align customer insights with business priorities. This shows you understand the importance of teamwork in driving customer-centric improvements.
✨Prepare Evidence-Based Recommendations
Think about potential recommendations you could make based on your understanding of customer needs. Be ready to present these ideas clearly during the interview, as this demonstrates your proactive approach and ability to support informed decision-making.
