Customer Experience Performance Analyst
Date: 20 May 2026
Location: Gatwick, GB
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 are recognised as a world leader in our 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. The role requires a strong understanding of data analysis, customer behaviour, and performance measurement, aligned with the GDS and CAA Service Standard principles.
* 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. To be eligible, post holders must undergo National Security Vetting and achieve the appropriate level of clearance.
Security Clearance
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, ten years of residency are required.
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.
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.
Benefits
We offer a range of benefits including flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, an additional 5 days leave purchase scheme, a generous pension scheme and more.
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