MAIN RESPONSIBILITIES
Customer Insight & Analysis
* Analyse customer data, feedback, journey performance and operational trends to identify friction and opportunities.
* Translate insight into clear, actionable recommendations that support prioritisation and decision‑making.
Operational Feedback Loops & Root Cause Analysis
* Build structured feedback loops with Customer Service, Operations and frontline teams.
* Lead root cause analysis to break down recurring issues and support operational fixes.
* Maintain a central log of pain points, owners and progress.
CX Improvement Projects
* Lead cross‑functional CX improvement projects from discovery to delivery.
* Work with Customer Service, Ops, Product, Digital and Marketing to embed improvements.
* Partner with the Experience Designer to align work with UX and service design practices.
CX Governance & Standards
* Support development and adoption of CX standards and customer‑first frameworks.
* Help ensure consistency and quality across digital and operational journeys.
Change Adoption & Influence
* Influence teams to adopt improvements using insight and evidence.
* Support workshops and discussions that promote customer‑first thinking.
Voice of the Customer & Reporting
* Track key CX metrics such as CSAT, NPS and case drivers.
* Stay up to date on customer experience trends and technologies.
* Assess commercial impact of behaviours and support business cases.
PERSON SPECIFICATION
Required Experience
* Experience in customer experience, operations, or insight roles.
* Experience leading cross-functional projects.
* Experience using VoC methodologies and tools, including NPS and CSAT.
* Experience working with CRM systems and/or customer journey mapping.
* Experience conducting structured root cause analysis.
* Experience in EV, retail, or related sectors
Required Skills and Abilities
* Strong analytical and problem-solving skills.
* Ability to influence stakeholders and support change.
* Strong communication and storytelling skills.
* Confidence working across functions and disciplines.
* Understanding of service design principles.
* Exposure to commercial modelling or development of business cases.
Desirable Qualifications and Certifications
* Customer experience, service design or human-centred design certification (e.g. CCXP, Service Design, Design Thinking).
* Customer insight, UX research, product management or digital transformation certification.
* Process improvement or analytics certification (e.g. Lean Six Sigma, Agile/Scrum, data/BI tools)
#J-18808-Ljbffr