Customer Experience Analyst

Job Title: Customer Experience Analyst
Location: Leeds (Hybrid - two or three days per week in the office)
Salary: £45,000 - £50,000 + up to 15% bonus + excellent benefits

This is a brilliant opportunity for a skilled Customer Experience Analyst to enhance customer journey and elevate customer satisfaction. You'll play a key role in translating insight into action, using data to support strategic decisions and elevate customer satisfaction.

• Interpret feedback from surveys and touch points to build a detailed understanding of the customer experience
• Use data to create clear, actionable recommendations that drive continuous improvement
• Partner with internal teams to align customer insights with operational and strategic goals
• Craft compelling reports and presentations that effectively communicate key findings to stakeholders
• Promote a culture of customer-first thinking by showing the business impact of experience insight
• Identify opportunities for additional research and select appropriate methodologies
• Enhance current approaches to monitoring and reporting on customer experience

• Proven background in customer insight, ideally in a service-led or regulated sector
• Experienced in combining qualitative and quantitative data to produce meaningful insight
• Confident using tools like Qualtrics or similar research platforms
• Strong communication skills, able to turn complex findings into engaging, strategic narratives
• Commercially aware, with experience of in-house research and influencing business decisions
• Comfortable leading initiatives and supporting the development of junior colleagues
• Passionate about making a difference through data-led decision-making

• Discretionary bonus of up to 15% annually
• 11% pension contribution (3% employee, 8% employer, with optional additional matched contributions)
• 25 days holiday plus flexible bank holidays (buy/sell up to 5 days)
• Private Medical Insurance and a health care cash plan
• Death in service cover (6 x salary)
• One paid volunteering day each year
• Virtual GP access with same-day appointments
• Employee Assistance Programme
• Discounts at major UK retailers
• Ongoing development opportunities, including fully funded training

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.