Customer Experience Data and Insight Specialist

Job Description

This role ensures optimal service performance across the customer base by delivering actionable insights and balanced scorecards. It drives continuous improvement, risk management, and customer experience enhancements, aligning service delivery with business objectives and strategic goals.

What you'll do:

• Own the development and ongoing evolution of CX performance reporting, dashboards, and insight products used by service owners and senior leadership.
• Translate complex customer and operational data into clear, actionable insights that support prioritisation, investment decisions, and performance improvement.
• Design, maintain, and govern balanced scorecards covering customer experience, quality, financial, and operational performance, ensuring a single trusted version of the truth.
• Lead deep‑dive analysis to identify trends, drivers, and root causes of customer experience outcomes, with strong focus on mobile services and journeys.
• Establish and maintain robust data management practices, including metric definitions, data lineage, documentation, and quality controls.
• Proactively identify customer experience and service performance risks, clearly articulating implications and recommended actions.
• Produce executive‑level dashboards, performance packs, and presentations that clearly communicate performance, insight, and recommended actions.
• Support initiatives to improve NPS and customer satisfaction through insight‑led identification of experience drivers.
• Act as a trusted insight partner to stakeholders across Networks, IT, Operations, and CX, influencing decisions through analytical credibility and storytelling.
• Ensure reporting and insight practices align with internal governance, controls, and relevant industry frameworks.

Qualifications

What we are looking for:

• Proven experience delivering customer experience or service performance insight within a mobile or telecommunications environment with an understanding of mobile products, services, customer journeys, and the factors that influence customer experience.
• Proven data and analytical capability, with experience working across multiple datasets to identify trends, drivers, and improvement opportunities.
• Demonstrated experience designing and maintaining dashboards and performance reporting for senior and executive audiences, with advanced ability to translate complex data into clear, compelling narratives and presentations that drive decision‑making.
• Experience applying analytical techniques such as trend analysis, root cause analysis, and performance segmentation.
• Familiarity with service management frameworks, performance governance, and risk/control considerations (e.g. ITIL, scorecard‑based performance management).
• Proven stakeholder engagement skills, with confidence to challenge assumptions and influence through insight.

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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