Journey Analyst, Journey Analyst

We’re looking for a data-driven and customer-focused Journey Analyst to join our CX/Operations team. This role is central to understanding and improving our end-to-end customer journeys, from appointment booking through to installation and ongoing support. You’ll turn complex operational and customer data into clear, actionable insight, helping the business identify pain points, prioritise improvements, and deliver a better customer experience. Working closely with Journey Managers and operational teams, you’ll play a key role in shaping how we measure, monitor and evolve our customer journeys. Please note: This is a 9-12 month fixed term contract. What You’ll Be Doing • Develop and maintain customer journey performance metrics, dashboards and reporting • Analyse customer, operational and contact centre data to identify trends, pain points and failure demand • Support the evolution of customer journeys through meaningful insight and data-led recommendations • Partner with Journey Managers and stakeholders to define KPIs and customer measures aligned to business goals • Translate data into clear, actionable recommendations to support prioritisation and backlog management • Investigate performance issues and data discrepancies, supporting root cause analysis and resolution • Monitor journey performance, risks and exceptions, ensuring timely escalation where needed • Deliver regular insight reporting to agreed standards and timescales • Continuously improve reporting capability through automation, standardisation and data visualisation • Maintain accurate documentation, definitions and processes in line with governance standards About You You’re highly analytical, detail-oriented, and passionate about improving customer experience through data. You’re confident working with large, complex datasets and can bring insights to life in a clear and compelling way. Essential Skills & Experience • Strong experience using data analysis tools such as SQL, Power BI and Excel • Experience working with large, disparate datasets and transforming them into valuable insight • Ability to translate data into meaningful stories, grounded in evidence • Strong knowledge of data modelling, reconciliation, and KPI development • Excellent attention to detail and commitment to data accuracy • Experience validating and processing data, including scripting and testing at scale • Strong problem-solving skills with a structured, analytical approach Desirable • Experience or knowledge within the renewables industry What We’re Looking For • Organised and methodical approach to work • Strong communication skills and ability to collaborate effectively • High levels of accuracy, precision and attention to detail • A proactive mindset with a focus on continuous improvement Why Join Us? • Be part of a team driving meaningful improvements in customer experience • Work in a collaborative, insight-led environment • Opportunity to shape how customer journeys are measured and improved • Ongoing development in data, analytics and CX best practice Apply Now If you enjoy turning data into insight and want to play a key role in improving customer journeys, we’d love to hear from you. IND789