Customer Experience Insight Specialist

sse.com; Cardiff; On-site; GBP 23,000 - 41,000; Full time

Job summary

A leading renewable energy provider is seeking a Customer Experience Insight Specialist based in Cardiff, Reading, or Perth. You will be responsible for analyzing customer feedback and providing actionable insights to improve customer satisfaction. The ideal candidate will possess strong analytical skills, experience with data interpretation, and proficiency in analytical tools like Excel and Tableau. Additionally, you will collaborate with stakeholders to integrate customer insights into business strategies, contributing meaningfully to customer loyalty and retention efforts. The position offers a competitive salary and excellent benefits including 34 days of holiday.

Benefits

34 days holiday entitlement

Enhanced maternity/paternity leave

Discounted healthcare

Salary sacrifice car leasing

Qualifications

• Experience in working with customer feedback analysis and interpreting data.
• Ability to extract actionable insights from complex data.
• Familiarity with customer experience methodologies.

Responsibilities

• Collect and analyze customer feedback from various channels.
• Identify and report key trends from customer insights.
• Translate raw customer data into actionable strategies.
• Collaborate with stakeholders to integrate insights into business strategies.

Skills

Strong analytical skills

Customer feedback analysis

Data interpretation

Communication skills

Presentation skills

Proficiency in Excel

Experience with Tableau

Familiarity with NPS, CSAT, CES

Tools

Excel

Tableau

Power BI

Job description

About the Role

Base Location: Reading, Perth or Cardiff

Salary: £234749 - £40,939 + a range of other benefits to support your family, finances and wellbeing.

Working Pattern: Permanent | Full Time | Flexible First options available

What is the Role?

As the Customer Experience Insight Specialist, you will collect and analyse customer feedback from various channels such as surveys, reviews, social media and customer interactions. You'll be the heartbeat of our customer insights, transforming feedback from surveys, reviews, and social media into actionable strategies, making a tangible impact on customer satisfaction, loyalty and retention. Your role will include

Your role will include

• Identifying key trends, themes and patterns in customer feedback and provide actionable insights to stakeholders.
• Translation of raw customer data into clear and concise insights to help improve our products, services and processes.
• Communicating findings in a compelling and easily understandable manner to drive informed decisions.
• Collaborating with key stakeholders to ensure customer insights are integrated into product development and business strategies.
• Working with teams to develop and track performance related to customer satisfaction, loyalty and retention.

What do I need?

To be considered for this role, we would love you to have:

• Strong analytical skills with the ability to work within complex data sets and extracting actionable insights.
• Experience of working with customer feedback analysis, data interpretation and insights generation.
• Confident with data analytic tools such as excel, tableau, power bi or similar tools.
• Familiarity with customer experience methodologies and concepts (NPS, CSAT, CES etc.) - survey design is a plus.
• Excellent communication and presentation skills.

About our Business

The race to net zero is intensifying for businesses of all sizes. Sustainable decisions made today can meet customers' changing needs for tomorrow and bring long-term success for businesses. Part of SSE plc, the UK and Ireland's largest renewable electricity generator SSE Energy Solutions is different as all its renewable electricity is sourced from SSE's iqtisown UK wind and hydro assets.

In addition to providing gas and electricity to businesses across the UK, SSE Energy Solutions invests in, builds and connects localised flexible infrastructure to drive the long-term performance of energy assets. SSE Energy Solutions works with its customers to deliver financially robust plans to bring flexibility and diversity to their energy infrastructure - the low‑carbon solutions they need to succeed in the race to net zero.

What’s in it for you?

An excellent package with 34 days holiday entitlement (including public holidays), enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.

As an equal opportunity employer we encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during the application, assessment and upon joining SSE. Search/Main for ‘Inclusion & Diversity at SSE’ to find out more.

Next Steps

All applications should be submitted online, and I'll be back in touch after the vacancy closing date to let you know the outcome.

If you would like to discuss any working differently requirements or adjustments you may require throughout the recruitment and selection process, please contact Zoe on [e-mail].

As a courtesy, please let your current line manager know you are applying.