Customer Experience Insights Specialist

Customers now move fluidly between digital and assisted channels, but many organisations still struggle to connect those interactions into a clear view of behaviour, experience and performance.

As a Customer Experience Insights Specialist, you will help clients understand customer behaviour, segments and journeys across CRM, contact centre, digital and first-party data. You will identify friction, explain channel performance and turn evidence into practical opportunities to improve customer experience and customer service.

This is a hands-on consulting role. You will use Python, analytics and generative AI to explore data, test hypotheses and create actionable insight. You will work directly with clients, independently lead analytical workstreams and stay focused on recommendations that can be implemented and measured.

Analyse customer behaviour, segments, journeys and interactions across digital and assisted channels

Identify journey friction, service failure demand, channel leakage and opportunities to improve customer outcomes

Develop segmentation and behavioural insights that support more relevant experiences and services

Combine CRM, contact centre, digital analytics, customer feedback and first-party data to create a joined-up view of customer experience

Assess data quality, consistency and suitability for customer and channel analysis

Connect customer, operational and commercial measures to explain experience and performance

Use Python and analytical techniques to explore data, test hypotheses, automate analysis and build repeatable insight products

Apply generative AI responsibly to accelerate analysis, synthesise evidence and enhance insight generation

Use visualisation and clear storytelling to communicate patterns, root causes and optimisation opportunities

Translate complex analysis into clear recommendations for customer experience, customer service and channel strategy

Define practical measurement approaches for customer experience and channel performance

Work with service design, journey management, CRM, data and technology teams to move from insight to action

Lead analytical workstreams from problem definition through to recommendation

Engage client stakeholders and present findings to non-technical and senior audiences

Contribute reusable methods, assets and points of view to the Song AI and Data practice

Experience in customer analytics, customer experience analytics, channel analytics or a closely related discipline

Practical knowledge of contact centre operations, customer service journeys, interaction data and performance measures

Experience and knowledge of CRM environments, customer journey management and omnichannel experience optimisation

Ability to combine digital, assisted-channel and first-party data to explain customer behaviour and performance

Strong hands-on Python skills, supported by experience with SQL, data visualisation or equivalent analytical tools

Experience using generative AI to support analysis, synthesis or insight development, with appropriate quality checks and judgement

Proven client-facing experience and the ability to communicate complex analysis to non-technical and senior stakeholders

Self-sufficient, proactive and comfortable delivering high-quality work in ambiguous, fast-paced environments

Experience with digital analytics platforms such as Adobe Analytics, GA4 or Contentsquare

Experience with customer journey analytics or journey orchestration platforms

Experience with contact centre analytics, speech or text analytics, and voice-of-customer data

Knowledge of experimentation, optimisation, predictive analytics or machine learning

Experience with data visualisation tools such as Power BI or Tableau

You are curious about why customers behave as they do and practical about turning that understanding into action. You are as comfortable exploring data and testing hypotheses as you are presenting a clear point of view to a client.

You create structure from ambiguity, take ownership of your work and stay focused on measurable customer and business outcomes. You are collaborative when the work requires it and self-sufficient when you need to move independently.

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.