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) to understand user behaviour and identify improvements
• Create user personas, end‑to‑end journey maps, experience maps and storyboards
• Analyse customer metrics such as NPS, CSAT and CES to identify trends, opportunities and areas of concern
• Compile and consolidate customer feedback from multiple channels into clear, actionable insights
• Present research findings, evidence and recommended solutions to stakeholders
• Champion user‑centred design principles across operational teams
• Work closely with Operational Excellence to support the implementation of improvements
• Support the effective handling of complaints, compliments and general customer feedback
• Provide day‑to‑day leadership, coaching and guidance to a small team
• Help foster an inclusive, collaborative and high‑performing team culture
• Contribute to cross‑team activities and organisation‑wide initiatives to help drive service excellence

To do this role well, you will possess the following:

• Strong understanding of user‑centred design and experience mapping techniques
• Proven experience conducting customer or user experience research
• Ability to translate user behaviour and feedback into actionable insights
• Skilled in interpreting customer metrics (NPS, CSAT, CES)
• Strong communication and presentation skills, with the ability to influence stakeholders
• Experience working collaboratively with operational teams and continuous improvement functions
• Ability to consolidate complex information into clear, accessible outputs
• Proficient with digital tools, CRM systems and Microsoft Office
• Experience of line management or coaching is advantageous
• Knowledge of Agile, Lean or continuous improvement methodologies would be beneficial
• Prior experience in shared services or the public sector is desirable

For additional information and a confidential discussion please contact our Recruitment Team on recruiting@uksbs.co.uk

UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System; therefore, candidates must have eligibility to live and work in the UK prior to applying.

Successful candidates may be required to undergo Security Clearance (National Security Vetting). Applicants must usually have lived in the UK for at least the last five years and be able to satisfy background and identity checks.

We are an inclusive and Disability Confident employer and welcome applications from all backgrounds. Find out more about our equality, diversity and inclusion commitments on our website.

We are UKSBS. We are creating a place where people love to work — a culture where we lead, change, deliver, and empower our people to be curious, take action and add value