Job Title: Customer Experience Analyst
Location: Leeds (Hybrid - two or three days per week in the office)
Salary: £45,000 - £50,000 + up to 15% bonus + excellent benefits
Why Apply?
This is a brilliant opportunity for a skilled Customer Experience Analyst to enhance customer journey and elevate customer satisfaction. You'll play a key role in translating insight into action, using data to support strategic decisions and elevate customer satisfaction.
Customer Experience Analyst Responsibilities
* Interpret feedback from surveys and touch points to build a detailed understanding of the customer experience
* Use data to create clear, actionable recommendations that drive continuous improvement
* Partner with internal teams to align customer insights with operational and strategic goals
* Craft compelling reports and presentations that effectively communicate key findings to stakeholders
* Promote a culture of customer-first thinking by showing the business impact of experience insight
* Identify opportunities for additional research and select appropriate methodologies
* Enhance current approaches to monitoring and reporting on customer experience
Customer Experience Analyst Requirements
* Proven background in customer insight, ideally in a service-led or regulated sector
* Experienced in combining qualitative and quantitative data to produce meaningful insight
* Confident using tools like Qualtrics or similar research platforms
* Strong communication skills, able to turn complex findings into engaging, strategic narratives
* Commercially aware, with experience of in-house research and influencing business decisions
* Comfortable leading initiatives and supporting the development of junior colleagues
* Passionate about making a difference through data-led decision-making
What's in it for me?
* Discretionary bonus of up to 15% annually
* 11% pension contribution (3% employee, 8% employer, with optional additional matched contributions)
* 25 days holiday plus flexible bank holidays (buy/sell up to 5 days)
* Private Medical Insurance and a health care cash plan
* Death in service cover (6 x salary)
* One paid volunteering day each year
* Virtual GP access with same-day appointments
* Employee Assistance Programme
* Discounts at major UK retailers
* Ongoing development opportunities, including fully funded training
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.