At a Glance
- Tasks: Champion customer needs and insights to drive meaningful improvements in services.
- Company: Join UKSBS, a leading public sector business service provider.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Inclusive culture with a focus on collaboration and service excellence.
- Why this job: Make a real impact by putting customers at the heart of our transformation.
- Qualifications: Experience in user-centred design and customer experience research.
The predicted salary is between 34000 - 48000 £ per year.
Swindon, Wiltshire, United Kingdom (Hybrid)
Job Description
Customer Journey & Insight Specialist
Customer Experience Team
Band D - £34,101, Swindon based
9-12 Month FTC
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 an experienced Customer Journey & Insight Specialist 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.
Duties will include, but are not limited to the following:
- Act as a customer advocate across programmes, ensuring customer needs remain central during periods of significant organisational change
- Conduct qualitative and quantitative research (e.g., usability testing, surveys, journey analysis) to understand user behaviour and identify improvements
- Create user personas, end‑to‑end journey maps, experience maps and storyboards
- Analyse customer metrics such as NPS, CSAT and CES to identify trends, opportunities and areas of concern
- Compile and consolidate customer feedback from multiple channels into clear, actionable insights
- Present research findings, evidence and recommended solutions to stakeholders
- Champion user‑centred design principles across operational teams
- Work closely with Operational Excellence to support the implementation of improvements
- Support the effective handling of complaints, compliments and general customer feedback
- Provide day‑to‑day leadership, coaching and guidance to a small team
- Help foster an inclusive, collaborative and high‑performing team culture
- Contribute to cross‑team activities and organisation‑wide initiatives to help drive service excellence
To do this role well, you will possess the following:
- Strong understanding of user‑centred design and experience mapping techniques
- Proven experience conducting customer or user experience research
- Ability to translate user behaviour and feedback into actionable insights
- Skilled in interpreting customer metrics (NPS, CSAT, CES)
- Strong communication and presentation skills, with the ability to influence stakeholders
- Experience working collaboratively with operational teams and continuous improvement functions
- Ability to consolidate complex information into clear, accessible outputs
- Proficient with digital tools, CRM systems and Microsoft Office
- Experience of line management or coaching is advantageous
- Knowledge of Agile, Lean or continuous improvement methodologies would be beneficial
- Prior experience in shared services or the public sector is desirable
We are an inclusive and Disability Confident employer and welcome applications from all backgrounds. Find out more about our equality, diversity and inclusion commitments on our website. We are UKSBS. We are creating a place where people love to work — a culture where we lead, change, deliver, and empower our people to be curious, take action and add value.
Customer Journey and Insight Specialist in Swindon employer: UK Shared Business Services Ltd
UK Shared Business Services Ltd is an excellent employer, offering a dynamic work culture that prioritises collaboration and innovation in the field of bioscience. Employees benefit from flexible working options, generous annual leave, and ample opportunities for professional growth, making it an ideal place for those seeking meaningful and rewarding careers in Swindon.
Contact Details:
UK Shared Business Services Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey and Insight Specialist in Swindon
✨Tip Number 1
Get to know the company inside out! Research UKSBS and their customer experience initiatives. This will help you tailor your conversations and show that you're genuinely interested in being part of their transformation journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to customer journey mapping and user-centred design. Use real examples from your past experiences to demonstrate how you've championed customer needs in previous roles.
✨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 you’re serious about joining the team at UKSBS.
We think you need these skills to ace Customer Journey and Insight Specialist in Swindon
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 with user-centred design and any relevant research you've conducted. We want to see how your skills align with our mission to put customers at the heart of everything we do!
Showcase Your Insights:When writing your application, don’t just list your skills—show us how you’ve used them! Share specific examples of how you've translated customer feedback into actionable insights. This will help us understand your approach to improving customer experiences.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate well-structured applications that make it easy for us to see your qualifications and enthusiasm 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 quickly and efficiently. Plus, you’ll find all the details 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 journey mapping and user-centred design principles. Familiarise yourself with how these concepts apply to the role of a Customer Journey & Insight Specialist. This will not only help you answer questions confidently but also demonstrate your genuine interest in the position.
✨Showcase Your Research Skills
Be prepared to discuss your experience with qualitative and quantitative research methods. Bring examples of past projects where you conducted usability testing or surveys. Highlight how your findings led to actionable insights that improved customer experiences, as this aligns perfectly with what they’re looking for.
✨Communicate Clearly and Effectively
Strong communication skills are key for this role. Practice presenting your ideas clearly and concisely, especially when discussing complex information. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easier for the interviewers to follow your thought process.
✨Prepare for Stakeholder Engagement
Since the role involves influencing stakeholders, think of examples where you've successfully collaborated with different teams. Be ready to discuss how you’ve championed customer needs in previous roles and how you can bring that experience to their organisation. This will show that you understand the importance of cross-team collaboration.
