Customer Experience Lead AnalystWrexham, Llandudno Junction &amp; Caernarfon£53,280 - £66,600 per annum Hybrid working after successful completion of probationary periodHelp us create a better future, quicker We are looking for a highly skilled and detail-oriented Customer Experience Lead Analyst to join our team. This role is ideal for someone who thrives on data, enjoys solving complex problems, and is confident engaging with senior stakeholders to drive meaningful change.  What you’ll be doing Advanced Data Analysis &amp; Reporting:<ul><li>Analyse large datasets to uncover insights into customer behaviour and service performance.</li><li>Create detailed, senior-level Excel reports and dashboards to support strategic decision-making.</li><li>Present findings clearly and confidently to senior leadership and cross-functional teams.</li></ul>Stakeholder Engagement &amp; Journey Mapping:<ul><li>Work closely with senior stakeholders to understand their needs and provide tailored insights.</li><li>Guide teams through customer journey analysis and improvement initiatives.</li><li>Lead close-down calls to review project outcomes and ensure learnings are captured.</li></ul>Operational &amp; Process Improvement:<ul><li>Lead queue management projects to improve operational efficiency.</li><li>Investigate and resolve customer complaints, identifying root causes and recommending solutions.</li><li>Continuously review and improve existing processes to enhance customer experience and reduce friction.</li></ul>What you’ll bring <ul><li>Proven experience in customer experience, data analysis, or service improvement roles.</li><li>Advanced Excel skills (pivot tables, formulas, charts, macros) and familiarity with data visualization tools.</li><li>Strong communication skills with the ability to influence and engage at a senior level.</li><li>Experience in process improvement and operational efficiency projects.</li><li>A proactive mindset with a passion for improving customer journeys and solving complex problems.</li></ul>     What’s in it for you  As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.   At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include: <ul><li>36 days annual leave </li></ul><ul><li>Holiday Purchase – perfect your work/life balance with extra annual leave </li></ul><ul><li>Share Schemes </li></ul><ul><li>Payroll Giving and Charity Matched Funding  </li></ul><ul><li>Technology Vouchers – save more and spread the cost of your technology purchases </li></ul><ul><li>Electric Vehicle Schemes – to help you transition to green/clean driving </li></ul><ul><li>Cycle to Work scheme and Public Transport Season Ticket Loans </li></ul><ul><li>Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments </li></ul><ul><li>Life Assurance (4x salary) </li></ul><ul><li>Access to Savesmart financial wellbeing support </li></ul><ul><li>Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more </li></ul>   Why ScottishPower ScottishPower is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we’re at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation. Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in. ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to <a href="mailto:careers@scottishpower.com">careers@scottishpower.com</a>.    Why SP Energy Networks SP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system. It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing &gt;£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation. Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in. We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to <a href="mailto:careers@scottishpower.com">careers@scottishpower.com</a>. MobilityPlease note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.IMPORTANT Advert will close at 23:59 GMT the day before Job Posting End Date belowNovember-12-2025

Avangrid is a leading sustainable energy company transitioning America toward a clean and connected future headquartered in Orange, CT, and has a footprint in 24 states with $40 billion in assets. Our primary businesses are Networks, which serves 3.3 million electric and natural gas customers in the Northeast, and Renewables, the third-largest renewable energy company in the U.S. with a diverse onshore and offshore renewable energy portfolio. With more than 7,000 employees, Avangrid has built a culture that blends diversity, equity and inclusion guided by the company&rsquo;s ESG+F framework and the UN Sustainable Development Goals. This has led to recognition by JUST Capital in 2021 and 2022 as one of America&rsquo;s best corporate citizens and second in utilities for our commitment to the environment and the communities we serve. Avangrid has been named one of the World&rsquo;s Most Ethical Companies for four consecutive years by the Ethisphere Institute.

Customer Experience Lead Analyst

Customer Experience Lead AnalystWrexham, Llandudno Junction &amp; Caernarfon£53,280 - £66,600 per annum&nbsp;Hybrid working after successful completion of probationary periodHelp us create a better future, quicker&nbsp;We are looking for a highly skilled and detail-oriented Customer Experience Lead Analyst to join our team. This role is ideal for someone who thrives on data, enjoys solving complex problems, and is confident engaging with senior stakeholders to drive meaningful change.&nbsp;&nbsp;What you’ll be doing&nbsp;Advanced Data Analysis &amp; Reporting:<ul><li>Analyse large datasets to uncover insights into customer behaviour and service performance.</li><li>Create detailed, senior-level Excel reports and dashboards to support strategic decision-making.</li><li>Present findings clearly and confidently to senior leadership and cross-functional teams.</li></ul>Stakeholder Engagement &amp; Journey Mapping:<ul><li>Work closely with senior stakeholders to understand their needs and provide tailored insights.</li><li>Guide teams through customer journey analysis and improvement initiatives.</li><li>Lead close-down calls to review project outcomes and ensure learnings are captured.</li></ul>Operational &amp; Process Improvement:<ul><li>Lead queue management projects to improve operational efficiency.</li><li>Investigate and resolve customer complaints, identifying root causes and recommending solutions.</li><li>Continuously review and improve existing processes to enhance customer experience and reduce friction.</li></ul>What you’ll bring&nbsp;<ul><li>Proven experience in customer experience, data analysis, or service improvement roles.</li><li>Advanced Excel skills (pivot tables, formulas, charts, macros) and familiarity with data visualization tools.</li><li>Strong communication skills with the ability to influence and engage at a senior level.</li><li>Experience in process improvement and operational efficiency projects.</li><li>A proactive mindset with a passion for improving customer journeys and solving complex problems.</li></ul>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;What’s in it for you&nbsp;&nbsp;As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.&nbsp;&nbsp;&nbsp;At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include:&nbsp;<ul><li>36 days annual leave&nbsp;</li></ul><ul><li>Holiday Purchase – perfect your work/life balance with extra annual leave&nbsp;</li></ul><ul><li>Share Schemes&nbsp;</li></ul><ul><li>Payroll Giving and Charity Matched Funding&nbsp;&nbsp;</li></ul><ul><li>Technology Vouchers – save more and spread the cost of your technology purchases&nbsp;</li></ul><ul><li>Electric Vehicle Schemes – to help you transition to green/clean driving&nbsp;</li></ul><ul><li>Cycle to Work scheme and Public Transport Season Ticket Loans&nbsp;</li></ul><ul><li>Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments&nbsp;</li></ul><ul><li>Life Assurance (4x salary)&nbsp;</li></ul><ul><li>Access to Savesmart financial wellbeing support&nbsp;</li></ul><ul><li>Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more&nbsp;</li></ul>&nbsp;&nbsp;&nbsp;Why ScottishPower&nbsp;ScottishPower is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we’re at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.&nbsp;Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.&nbsp;ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to <a href="mailto:careers@scottishpower.com">careers@scottishpower.com</a>.&nbsp;&nbsp;&nbsp;&nbsp;Why SP Energy Networks&nbsp;SP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system. It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing &gt;£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.&nbsp;Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.&nbsp;We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to <a href="mailto:careers@scottishpower.com">careers@scottishpower.com</a>.&nbsp;MobilityPlease note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.IMPORTANT&nbsp;Advert will close at 23:59 GMT the day before Job Posting End Date belowNovember-12-2025

Customer Experience Lead Analyst

About the Job

About the Company

Iberdrola

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