Customer Experience Analyst

Role Overview

As a Customer Experience Analyst, you will turn customer and adviser evidence into clear insight, practical recommendations, and measurable action. You will combine qualitative and quantitative information from Voice of Customer surveys, complaints, public reviews, operational performance, risk events, customer research, and colleague feedback to explain what customers are experiencing, why it is happening, and where Quilter should focus.

What You Will Do

You will support the development and delivery of Quilter’s Voice of Customer approach across business areas and priority journeys. This includes helping to shape survey frameworks, questions, measures, and target tolerances; identifying the data and technology needed to gather feedback; and translating findings into concise dashboards, reports, and presentations for accountable owners and governance forums.

Why It Might Be a Fit

You will work closely with Customer Experience and Insight, Customer Journeys, Customer Outcomes, Customer Inclusion, Distribution, Operations, Proposition, Digital, Technology, Data, Change, Risk, Compliance, and Marketing. You will be expected to communicate confidently with senior stakeholders, clearly separating evidence from assumptions and making recommendations that balance customer, adviser, regulatory, and business needs.

Requirements

• Experience in customer experience, insight, Voice of Customer, research, data analysis, business analysis, service improvement, or a related discipline.
• Strong analytical capability, with experience of combining qualitative and quantitative evidence and checking data quality before drawing conclusions.
• Experience of translating insight into clear recommendations, priorities, and measurable actions.
• Confidence working with survey data, customer feedback, complaints, public reviews, operational measures, and other complex datasets.
• Experience producing dashboards, management information, presentations, or governance reporting for a range of audiences.
• Strong stakeholder management skills, with the confidence to work across organisational boundaries and constructively challenge internal and external partners.
• Excellent written and verbal communication, including the ability to explain complex findings clearly and present to senior stakeholders.
• Strong planning and organisational skills, with the ability to manage recurring operational activity alongside projects and changing priorities.
• An understanding of Consumer Duty, vulnerable customers, and the importance of evidencing good customer outcomes.
• A practical, curious, and collaborative approach, with attention to detail and a willingness to investigate issues through to resolution.
• Experience of survey platforms, customer feedback technology, Power BI, or advanced Excel would be advantageous.

Benefits

• Holiday: 182 hours (26 days)
• Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
• Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
• Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.
• Life Assurance: 4x your salary.
• Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
• Healthcare Cash Plan: Jersey employees only

Tagged as: Data Analysis, Excel, Power BI