Customer Experience Analyst

We’re looking for a Customer Experience Analyst (Grade 11) to join our Customer Experience team at Elexon on a permanent basis.

In this role, you’ll be Elexon’s specialist for customer insight, measurement and customer experience performance , helping the organisation understand how customers experience our services and where improvements should be made.

You’ll bring together customer feedback, survey data, operational performance information and organisational data to create a clear and actionable view of customer experience. You’ll also own and develop the frameworks, measures and reporting approaches used across Elexon, helping teams make evidence-based decisions and understand the impact of change on customers.

What you’ll do:

• Own and develop Elexon’s customer experience measurement framework , ensuring customer performance is measured consistently across the organisation.

• Define, maintain and improve customer experience metrics including customer satisfaction, ease and other performance measures .

• Establish standards, methods and governance for customer experience reporting and insight.

• Analyse customer, service and operational data to identify trends, risks, opportunities and emerging issues.

• Develop and maintain organisational dashboards, reporting packs and customer insight products .

• Create a joined-up view of customer experience by bringing together data from multiple organisational sources.

• Use evidence and insight to influence business planning, prioritisation and decision-making .

• Identify gaps in customer information and lead improvements to customer data collection, quality and accessibility .

• Provide expert guidance on customer measurement, insight and reporting approaches.

• Turn complex quantitative and qualitative information into clear, practical recommendations.

• Coach colleagues in the effective use and interpretation of customer data and insight .

• Build organisational capability in customer experience measurement and evidence-based decision-making.

• Support strategic initiatives, service reviews and improvement programmes through customer insight and analysis.

What you’ll bring:

• Experience collecting, managing and storing customer data .

• Strong experience analysing data and turning it into meaningful customer insight.

• Experience using customer insight to support online or digital adoption .

• Experience developing and reporting performance metrics and KPIs .

• Strong analytical and problem-solving skills.

• Experience working with customer feedback and survey data , including online sources.

• Ability to interpret both quantitative and qualitative information .

• Experience creating dashboards, management reports and insight products.

• Strong stakeholder management and communication skills.

• Ability to present complex information in a clear and accessible way.

• Strong planning, organisation and attention to detail.

• Strong Excel skills and experience using reporting tools.

  It would also be beneficial if you have:

• Experience within a customer experience, customer insight or service management function.

• Knowledge of customer satisfaction, customer effort/ease and other CX measurement approaches .

• Experience using Power BI or similar data visualisation tools .

• Understanding of customer journeys and service design .

• Experience working in a regulated or complex operational environment .

What’s in it for you:

• Salary - £52,000

• Excellent benefits including bonus, private medical insurance and generous pension scheme

• The opportunity to work within a thriving organisation which can support your growth and development

• We operate a hybrid working approach with 2 days in our London office

Our culture

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!

At Elexon, we want to:

• Provide true equality of opportunity

• Attract and retain diverse talent

• Listen to all voices

• Be representative of the communities we work in

• Be a role model for Diversity and Inclusion in the industry

Elexon together, embracing differences, listening to all voic es

Ready to make an impact? Join us and help shape the future of energy services.