Customer Journey and Insight Specialist

Job description

Customer Journey & Insight Specialist Customer Experience Team: Band D - ​£34,101, Swindon based It’s an exciting time to join UKSBS as we transform our business to become the leading UK public sector business service provider. Over the next few years, we will evolve into a modern, digitally enabled, multi‑platform organisation — and our customer experience function plays a critical role in this journey. We are now seeking an experienced Customer Journey & Insight Specialist to join our Customer Experience team. You will help us put our customers at the heart of everything we do, ensuring their needs, feedback and expectations drive meaningful improvements across our services. Working closely with operational teams, stakeholders and continuous improvement colleagues, you will identify insights, map end‑to‑end journeys and champion the voice of the customer through ongoing transformation. Duties will include, but are not limited to the following: - Act as a customer advocate across programmes, ensuring customer needs remain central during periods of significant organisational change - Conduct qualitative and quantitative research (e.g., usability testing, surveys, journey analysis)...