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- 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 committed 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 ÂŁ 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: UKRI
Contact Detail:
UKRI 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 noticed. Plus, it shows us you’re genuinely interested in joining our team at UKSBS.
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 UKRI
✨Know Your Customer Journey
Before the interview, dive deep into understanding customer journeys and insights. Familiarise yourself with common frameworks and methodologies used in mapping customer experiences. This will help you articulate your knowledge and demonstrate how you can contribute to improving customer interactions.
✨Showcase Your Research Skills
Be prepared to discuss your experience with qualitative and quantitative research. Bring examples of surveys or usability tests you've conducted, and be ready to explain how these informed service improvements. This will highlight your ability to gather and analyse data effectively.
✨Communicate Clearly
Practice presenting your findings in a clear and concise manner. Use evidence-based examples to support your recommendations. This is crucial as you'll need to convey complex insights to stakeholders, so showing that you can simplify information will set you apart.
✨Emphasise Collaboration
Highlight your experience working with operational teams and stakeholders. Share specific instances where you aligned customer insights with business priorities. This demonstrates your ability to work collaboratively and ensures that customer needs are at the forefront of decision-making.