Customer Experience Lead Analyst

Overview

Lead analyst driving CX insights, reporting, and process improvement.

Key Responsibilities

• process improvement
• queue management
• data analysis
• excel reporting
• dashboard creation
• customer journey

Tasks

-Continuously review and improve existing processes to enhance customer experience and reduce friction. -Lead queue management projects to improve operational efficiency. -Work closely with senior stakeholders to understand their needs and provide tailored insights. -Analyse large datasets to uncover insights into customer behaviour and service performance. -Create detailed, senior-level Excel reports and dashboards to support strategic decision-making. -Guide teams through customer journey analysis and improvement initiatives. -Investigate and resolve customer complaints, identifying root causes and recommending solutions. -Lead close-down calls to review project outcomes and ensure learnings are captured.

Requirements

• customer experience
• data analysis
• excel
• data visualization
• communication
• process improvement

What You Bring

-Proven experience in customer experience, data analysis, or service improvement roles. -Present findings clearly and confidently to senior leadership and cross-functional teams. -Strong communication skills with the ability to influence and engage at a senior level. -Advanced Excel skills (pivot tables, formulas, charts, macros) and familiarity with data visualization tools. -A proactive mindset with a passion for improving customer journeys and solving complex problems. -Experience in process improvement and operational efficiency projects.

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Benefits

-Life Assurance (4x salary) -Holiday Purchase – perfect your work/life balance with extra annual leave -Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments -Access to Savesmart financial wellbeing support -36 days annual leave -Share Schemes -Technology Vouchers – save more and spread the cost of your technology purchases -Electric Vehicle Schemes – to help you transition to green/clean driving -Cycle to Work scheme and Public Transport Season Ticket Loans -Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

About Scottish Power

-Operates in electricity generation, transmission, and distribution and specialises in renewable energy, particularly onshore and offshore wind farms, and manages the transmission and distribution networks in South and Central Scotland, as well as parts of North Wales and North West England. -Provides electricity and gas to residential, commercial, and industrial customers across the UK, offering services such as smart metering, energy efficiency advice, and home services like boiler care and maintenance. -Has three main divisions: Energy Networks, Renewables, and Energy Retail and Wholesale.

Sector Specialisms

Visa Sponsorship

-company will support necessary immigration requirements for non‑citizen applicants.