Customer Experience KPI Specialist

Job Description

To deliver accurate and timely Customer Insights KPI reporting and analysis, enabling data-driven decisions that improve customer experience and network performance. The role supports the Networks Quality UK team by extracting, analyzing, and presenting actionable insights from multiple data sources.

What you'll do:

• Perform Customer Insights KPI reporting and trend analysis to monitor performance and identify improvement opportunities.
• Analyse market-specific customer usage behaviour trends using advanced data analysis tools to generate actionable insights.
• Extract, clean, and validate data from multiple sources ensuring accuracy and consistency for reporting purposes.
• Develop, maintain, and continuously improve regular reports using SQL, Python, and other analytical tools.
• Collaborate with cross-functional teams to interpret data findings and support decision-making processes.
• Ensure timely delivery of high-quality reports aligned with business requirements and stakeholder expectations.
• Identify opportunities for process improvement and automation within reporting workflows.
• Maintain documentation of analysis methods, procedures, and data sources for transparency and repeatability.
• Support initiatives aimed at enhancing customer experience through data-driven recommendations.

Qualifications

Who we are looking:

• Proven analytical skills with attention to detail.
• Basic proficiency in SQL and Python (including Jupyter Notebooks).
• Familiarity with data visualization tools (Tableau, Power BI).
• Good understanding of Microsoft Office applications.
• Basic knowledge of mobile network architecture and KPIs impacting customer experience.

Additional Information

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Need to know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email [email protected] for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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