Location: Moorgate, London
Salary: £35,000 - £40,000 per annum
Employment Type: Permanent
Working Pattern: Office-based, 5 days per week
About the Role
We are looking for a Product & Customer Experience Officer to join our Products & Analytics team in London.
This is an exciting opportunity for an analytical and customer-focused professional to play a key role in using customer insights, data and market intelligence to improve products, services and the overall customer experience.
You will analyse customer feedback, behaviours, satisfaction measures and business data to identify trends, pain points and opportunities for improvement. Working closely with teams across Product, Operations, Marketing, Sales, Customer Service, Finance, Risk and Compliance, you will turn data and customer feedback into meaningful recommendations that support better customer outcomes and business performance.
Key Responsibilities
Analyse customer feedback, survey results and customer experience data to identify trends, pain points and opportunities for improvement.
Monitor and report on key customer satisfaction measures, including NPS, CSAT and Customer Effort Score (CES).
Develop actionable insights and recommendations to support product enhancements, service improvements and process optimisation.
Support customer listening programmes, satisfaction surveys and Voice of Customer initiatives.
Analyse customer journeys and behaviours to identify opportunities to improve satisfaction, loyalty and retention.
Prepare insightful reports, dashboards and presentations for stakeholders and senior management.
Conduct market research, competitor analysis, market sizing and pricing analysis to support product strategy.
Develop and monitor product KPIs, helping teams understand product performance, usage and profitability.
Identify opportunities for process improvement, automation and greater operational efficiency.
Work collaboratively with Product, Operations, Marketing, Sales, Customer Service, Finance, Risk and Compliance teams.
Support marketing and brand initiatives, including digital campaigns, website and social media activity, customer communications and marketing collateral.
Use data and customer insights to support customer engagement and brand development initiatives.
About You
We are looking for someone with experience in customer experience, customer insights, customer satisfaction measurement, market research or business analytics.
You will ideally have:
Experience designing, managing and analysing customer satisfaction surveys, including NPS, CSAT, CES and Voice of Customer programmes.
Strong analytical skills and the ability to turn complex datasets and customer feedback into clear, actionable business insights.
Experience analysing customer journeys, customer behaviour and satisfaction metrics.
Experience presenting insights and recommendations to senior stakeholders.
Strong stakeholder management and cross-functional collaboration skills.
Experience using tools such as Excel, Power BI, Tableau, Qualtrics, Medallia or similar.
Experience monitoring customer satisfaction KPIs and identifying root causes of customer issues.
Experience with external customer ratings, industry benchmarks or customer reputation metrics would be advantageous.
Financial services or other regulated-industry experience is preferred.
Skills & Personal Attributes
You will be:
Analytical and commercially minded, with strong critical-thinking skills.
Customer-focused, with a genuine interest in improving customer outcomes.
An excellent communicator, able to explain complex information clearly to technical and non-technical audiences.
Collaborative, with the ability to build effective relationships across multiple teams.
Organised and results-oriented, able to manage multiple priorities and deliver high-quality work to agreed deadlines.
Proactive and accountable, taking ownership and driving initiatives through to completion.
Strategic in your thinking, able to connect customer insights and data with wider business objectives.
Education
A Bachelor's degree in Business Analytics, Computer Science, Engineering, Economics, Business or a related discipline is preferred, with a strong foundation in quantitative methods and data analytics. A Master's degree in a relevant subject would be advantageous.
What We Offer
This is a permanent opportunity based at our Moorgate office in London, with a salary of £35,000 - £40,000 per annum.
Please note: this role is fully office-based, and the successful candidate will be expected to work from the office five days per week.
If you are passionate about customer experience, data-driven decision-making and continuous improvement, we would love to hear from you
Salary description
£35000.00 - £40000.00 per year