Job Description

Customer Journey & Insight Specialist x2

Swindon, Newport, or Stockton-on-Tees – flexible and hybrid working options
Band D - £34,101

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 2x 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 not be limited to the following:

• Act as a customer advocate within assigned services and projects, ensuring customer needs and perspectives are considered and reflected during change and improvement activity.

• Undertake qualitative and quantitative research with clients, end users, and operational teams, including surveys, usability testing, and feedback analysis, to inform service improvements.

• Develop and maintain user personas, customer journeys, and experience maps to support understanding of customer needs and service performance.

• Analyse customer behaviour and feedback to identify pain points, trends, and opportunities for improvement.

• Work collaboratively with operational teams, stakeholders, and delivery partners to align customer insight with business priorities and support effective change implementation.

• Interpret customer metrics (including NPS, CSAT and CES) to identify themes and inform continuous improvement activity.

• Present clear, evidence‑based findings and recommendations to stakeholders, supporting informed decision‑making

• Promote and apply customer‑centred principles in day‑to‑day work, supporting a consistent and positive customer experience across services.

• Respond to feedback received through multiple channels, consolidating insight into clear and accessible outputs for teams and stakeholders.

• Monitor and evaluate the impact of improvements using agreed measures and performance indicators.

To do this role well you will need:

• Proven work history gained in a complex, operational, or customer‑facing environments.

• A strong awareness of customer experience or service delivery good practice.

• Experience applying customer‑focused or user‑centred thinking within a professional role.

• Demonstrable ability to understand user or customer needs and apply this understanding to improve services, processes, or outcomes.

• Ability to gather and use information from a range of sources to develop insight and inform decisions or recommendations, as well the ability to analyse behaviours, feedback, or performance information to identify issues, trends, and opportunities for improvement.

• Experience using data or evidence to support service, process, or performance improvements.

• Proven ability to represent customer or user perspectives within defined areas of work, ensuring these are considered during change or improvement activity.

• Able to work collaboratively with colleagues and stakeholders to align insights with agreed objectives and priorities.

• Ability to bring together information from multiple sources and present it clearly in a way that supports understanding and action.

• Prior experience monitoring and reviewing the impact of changes or improvements, using agreed measures or outcomes would be beneficial

• Strong communication and organisational skills

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

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

Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards, applicants must normally have lived in the UK for at least the last five years and be able to satisfy background, identity and criminal record checks.

We look forward to hearing from you. 

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