Customer Experience Lead Analyst
Scottishpower
Analyze customer data, improve journeys, and advise senior leaders on experience.
9 days ago ago
£53,280 - £66,600
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Wrexham, Wales, United Kingdom
Hybrid
Company Size
4,840 Employees
Service Specialisms
Electricity generation
Electricity transmission
Electricity distribution
Gas supply
Metering services
Customer service
Corporate social responsibility
Procurement
Sector Specialisms
Energy
Wind
Electricity
Gas
Renewable Energy
Transmission
Distribution
Smart Grids
Role
What you would be doing
process improvement
queue management
data analysis
excel reporting
customer journey
complaint resolution
- 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.
What you bring
customer experience
data analysis
advanced excel
data visualization
process improvement
communication
- 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.
- 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
Information not given or found
Interview process
Information not given or found
Visa Sponsorship- non‑citizen applicants must meet applicable immigration requirements.
- company will support necessary immigration paperwork if required.
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Company
Overview
£5.35billion
Annual Revenue
The company's financial engine generated £5.35 billion in revenue in 2020, showcasing its robust operational strength across the clean energy sector.
38WindFarms
Onshore Wind Farms Operated
Operates 38 onshore wind farms across the UK, highlighting its significant contribution to renewable energy infrastructure.
£10billionPledged
Investment Commitment
Committed £10 billion in 2024 to strengthen UK grid infrastructure and support the transition to clean energy sources.
19GWTarget
Green Energy Capacity Target
Aims to link nearly 19 GW of green energy to the grid by 2031, demonstrating its ambitious clean energy expansion plans.
- Balances three core pillars: onshore and offshore wind development, power networks maintenance, and electricity and gas retail.
- Iconic projects include East Anglia THREE offshore wind farm, showcasing innovation and ambition in renewable energy.
- Networks division manages transmission and distribution systems in central/southern Scotland, North Wales, and Merseyside.
- Typical work includes turbine and substation construction, as well as smart-meter rollouts through the MAP business.
- Cultural highlight: The ScottishPower Pipe Band, sponsored since the 1990s, has performed internationally alongside royalty and top artists.
100% Green Electricity
Sustainable Energy Commitment
Committed to generating carbon-free electricity through innovative solutions like energy storage, smart grids, and electrifying heat and transport.
- Values: Sustainable, Dynamic, Collaborative
- People are valued here.
- Open and honest communication is encouraged, with a focus on listening, feedback, and accountability.
95% Scope 1 Emissions Reduction
Greenhouse Gas Emissions
Achieved a significant reduction in scope 1 greenhouse gas emissions between 2010 and 2019.
Net-Zero by 2039
GHG Emissions Target
Aiming for net-zero greenhouse gas emissions across the entire value chain by 2039, validated by the Science-Based Targets Initiative (SBTi).
1.9 GW Renewable Energy Capacity
Renewable Energy Infrastructure
Owns 38 onshore wind farms with a combined capacity of 1,948 megawatts, enough to power approximately 1.2 million homes.
Fully Electrify Fleet by 2030
Sustainability in Transportation
Plans to electrify the entire light vehicle fleet by 2030 and transition heavy vehicles to low-carbon alternatives as they become available.
- Total greenhouse gas footprint reduced by a further 23% since 2019.
- Science-based targets include reducing scope 1 and 2 GHG emissions by 47% by 2030 from a 2019 baseline.
- Scope 3 sold electricity emissions expected to reach zero per MWh by 2030 compared to 2019 levels.
- Scope 3 sold product emissions (natural gas) reduced by 28% by 2030 from 2019 levels.
- Installed heat pumps in UK homes in large numbers over an 18-month period.
- Launched a comprehensive Action 2030 strategy focusing on six key themes: clean energy, climate action, biodiversity, circular economy, communities, and work skills.
100% Green
Delivering Vision
Committed to retaining and attracting top talent to achieve a fully sustainable energy future.
- Inclusion culture supported by employee networks and community programmes
- Publishes Gender Pay Reporting and working toward gender pay equality
- Adopted flexible working (“A New Way of Working”)
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