Customer Journey Specialist

Salary: £31,000 - 71,000 per year

Requirements:

• Post-16 qualification.
• Experience analysing customer feedback, performance data or research data.
• Knowledge of Customer Experience frameworks, such as journey mapping and Voice of the Customer methodologies.
• Experience of customer research programmes and research techniques.
• Experience and confidence in presenting insights, including to senior managers and directors.
• Ability to work effectively across multiple business areas and stakeholder groups.
• Excellent analytical skills with the ability to interpret large and complex datasets.
• Outstanding attention to detail and accuracy.
• Strong communication skills with the ability to convey insight clearly and persuasively.
• Facilitation skills for workshops and mapping sessions.
• Ability to translate insight into actionable recommendations.
• Curiosity, proactivity and comfort in challenging existing approaches.
• Ability to manage multiple priorities in a fast-paced environment.
• Degree or equivalent in English, business, psychology or a related discipline.
• Professional qualification in Customer Experience, such as CCXP.
• Experience designing and delivering customer research programmes.
• Track record of delivering improvements based on customer insight.
• Experience in utilities or other regulated industries.
• Experience using journey management, VoC or customer research platforms.
• Experience using journey mapping tools, such as Canva.

Responsibilities:

• Partner with key stakeholders and journey owners across BUUK to help the wider business understand the voice of the customer, end-to-end journeys and opportunities for improvement.
• Analyse customer feedback, behavioural data and journey performance metrics to identify trends, pain points and improvement opportunities.
• Visualise and report on both qualitative and quantitative customer insight findings.
• Conduct deep dives, process reviews and define current and future-state journeys using established customer experience methodologies.
• Lead and coordinate customer journey mapping activities across the Group.
• Facilitate workshops and collaborative mapping sessions to identify experience gaps and co-design improvements.
• Ensure that customer-centric changes are evidence-based, practically deliverable and positively impact customer outcomes.
• Measure and clearly articulate the benefits and results of implemented improvements.
• Build and maintain positive relationships with internal and external stakeholders to support the adoption of customer-led improvements.
• Deliver primary and secondary research, including surveys, interviews, focus groups and benchmarking activities.
• Attend external forums and industry events to ensure we remain informed of emerging CX trends, tools and technologies.

Technologies:

• Support
• ASP.NET

More:

We are BUUK Infrastructure, with a vision to be the leading utility partner accelerating the UK towards net zero for all our customers. Our group has driven change and innovation for over 30 years, and we offer a supportive environment focused on helping our people be their best and feel proud to be themselves and part of BUUK Infrastructure. We are hiring a Customer Journey Specialist to help us earn customer loyalty and drive business growth through consistently excellent service. We offer a cost of living annual pay review, company pension contributions up to 10% when employees contribute 5%, 33 days holiday including bank holidays with the option to buy an additional 2 weeks, enhanced maternity, paternity and adoption pay, a £1000 referral payment for successful referrals, hybrid working for eligible roles, development opportunities, and an award-winning culture. We care about wellbeing and safety, and we are an equal opportunity employer committed to equity, diversity and inclusion. We also encourage candidates to apply even if they do not meet every requirement and can discuss flexible working options.

last updated 35 week of 2026