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
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UK Shared Business Services Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like UK Shared Business Services Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Journey and Insight Specialist in Swindon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to UK Shared Business Services Ltd:Your cover letter is your chance to shine! Tell us why you want to work at UK Shared Business Services Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at UK Shared Business Services Ltd!
How to prepare for a job interview at UK Shared Business Services Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
