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 Avangrid

-Born in 2015 from a merger with UIL Holdings, creating a national powerhouse from regional utilities. -Headquartered in Orange, Connecticut, with operations in 24 U.S. states. -Its utilities arm manages eight electric and natural gas systems. -Projects include onshore wind, solar, biomass, thermal plants, and grid upgrades. -Fully acquired by Iberdrola in late 2024, enhancing investment potential. -Key ventures include the nation's largest offshore wind project and the Maine Power upgrade. -Combines local legacy with large-scale clean energy ambition.

Sector Specialisms

Visa Sponsorship

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