Posted: 16 June
The role
The Vacancy
We’re looking for a data-driven and customer-focused Journey Analyst to join our CX/Operations team. This role is central to understanding and improving our end-to-end customer journeys, from appointment booking through to installation and ongoing support.
You’ll turn complex operational and customer data into clear, actionable insight, helping the business identify pain points, prioritise improvements, and deliver a better customer experience. Working closely with Journey Managers and operational teams, you’ll play a key role in shaping how we measure, monitor and evolve our customer journeys.
Please note: This is a 9-12 month fixed term contract.
What You’ll Be Doing
Develop and maintain customer journey performance metrics, dashboards and reportingAnalyse customer, operational and contact centre data to identify trends, pain points and failure demandSupport the evolution of customer journeys through meaningful insight and data-led recommendationsPartner with Journey Managers and stakeholders to define KPIs and customer measures aligned to business goalsTranslate data into clear, actionable recommendations to support prioritisation and backlog managementInvestigate performance issues and data discrepancies, supporting root cause analysis and resolutionMonitor journey performance, risks and exceptions, ensuring timely escalation where neededDeliver regular insight reporting to agreed standards and timescalesContinuously improve reporting capability through automation, standardisation and data visualisationMaintain accurate documentation, definitions and processes in line with governance standardsAbout You
You’re highly analytical, detail-oriented, and passionate about improving customer experience through data. You’re confident working with large, complex datasets and can bring insights to life in a clear and compelling way.
Essential Skills & Experience
Strong experience using data analysis tools such as SQL, Power BI and ExcelExperience working with large, disparate datasets and transforming them into valuable insightAbility to translate data into meaningful stories, grounded in evidenceStrong knowledge of data modelling, reconciliation, and KPI developmentExcellent attention to detail and commitment to data accuracyExperience validating and processing data, including scripting and testing at scaleStrong problem-solving skills with a structured, analytical approachDesirable
Experience or knowledge within the renewables industryWhat We’re Looking For
Organised and methodical approach to workStrong communication skills and ability to collaborate effectivelyHigh levels of accuracy, precision and attention to detailA proactive mindset with a focus on continuous improvementWhy Join Us?
Be part of a team driving meaningful improvements in customer experienceWork in a collaborative, insight-led environmentOpportunity to shape how customer journeys are measured and improvedOngoing development in data, analytics and CX best practiceApply Now
If you enjoy turning data into insight and want to play a key role in improving customer journeys, we’d love to hear from you.
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