Customer Experience MI Analyst
Location: Morley/Hybrid
Salary: £26,
Contract: Permanent
Are you passionate about turning data into meaningful insight that shapes exceptional customer experiences?
We’re looking for a Customer Experience MI Analyst to help us understand what drives our customers, improve their journeys, and strengthen our operational performance across the organisation.
In this role, you’ll transform customer and operational data into clear, actionable insight. You’ll support key projects, enhance reporting capability, and ensure our service delivers for every customer, every time.
What you’ll be doing
As our Customer Experience MI Analyst, you will:
1. Ensure the quality, accuracy, and reliability of Customer Experience data.
2. Deliver high-quality insight and reporting using tools such as Power BI or Databricks.
3. Own ad hoc customer insight and reporting requests, managing priorities and ensuring objectives are met.
4. Track progress of tasks and projects, keeping stakeholders and the Customer Experience Insight team informed.
5. Ensure all data handling and analysis complies with GDPR and internal standards.
6. Investigate customer-related performance issues, identifying root causes and using analytical approaches to support solutions.
7. Maintain data governance standards across all reporting outputs.
8. Collaborate with Customer Service, Operations, and CX teams to translate insight into meaningful, actionable improvements.
9. Support customer-focused initiatives by cleaning, preparing, and analysing data to identify pain points, measure success, and highlight opportunities.
10. Contribute to the delivery of data-driven customer service solutions.
What you’ll bring
Essential
11. Understanding of SQL, Python, and/or DAX, with the ability to apply these in analytical tasks.
12. Strong computer literacy and confidence working with multiple data sources.
13. Excellent numerical and analytical skills, with the ability to interpret and clearly present findings.
14. A willingness to learn new tools, systems, and analytical techniques.
15. Experience with data cleaning, validation, and preparation.
16. Ability to work both independently and collaboratively with stakeholders.
Desirable
17. Experience with Power BI, Databricks Dashboards, or similar visualisation tools.
18. Exposure to cloud and data engineering environments such as AWS or Databricks.
19. Understanding of customer metrics (e.g., CSAT, NPS, TrustPilot, Customer Contact).
20. Knowledge of customer service or contact‑centre environments.
21. Power BI Data Analyst Associate certification, or a willingness to achieve it within 3 months.
Why join us?
This is an exciting opportunity to shape how we understand and improve customer experience across the organisation. You’ll work with a supportive team, gain exposure to transformative projects, and play a key role in building a truly customer‑centric service.