Customer Experience Lead Analyst
Location: Pentre, Wales (Wrexham, Llandudno Junction & Caernarfon)
Salary: £53,280 – £66,600 per annum
Work Type: Hybrid (after successful completion of probationary period)
Overview
We are looking for a highly skilled and detail-oriented Customer Experience Lead Analyst to join our team at ScottishPower. 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 & Reporting
- Analyse large datasets to uncover insights into customer behaviour and service performance.
- Create detailed, senior-level Excel reports and dashboards to support strategic decision-making.
- Present findings clearly and confidently to senior leadership and cross-functional teams.
Stakeholder Engagement & Journey Mapping
- Work closely with senior stakeholders to understand their needs and provide tailored insights.
- Guide teams through customer journey analysis and improvement initiatives.
- Lead project close-down calls to review outcomes and capture key learnings.
Operational & Process Improvement
- Lead queue management projects to improve operational efficiency.
- Investigate and resolve customer complaints, identifying root causes and recommending solutions.
- Continuously review and improve existing processes to enhance customer experience and reduce friction.
What You’ll Bring
- Proven experience in customer experience, data analysis, or service improvement roles.
- Advanced Excel skills (pivot tables, formulas, charts, macros) and familiarity with data visualisation tools.
- Strong communication skills with the ability to influence and engage at a senior level.
- Experience in process improvement and operational efficiency projects.
- A proactive mindset with a passion for improving customer journeys and solving complex problems.
What’s in It for You
As well as a competitive salary reviewed annually, ScottishPower offers a comprehensive range of benefits, including:
- 36 days annual leave
- Holiday purchase scheme for better work/life balance
- Pension scheme – company double matches your contribution up to 10%
- Share schemes and charity matched funding
- Technology vouchers and electric vehicle schemes
- Cycle to Work and public transport season ticket loans
- Healthcare options – Dental, Private Medical, Health Cash Plan, and annual Health Assessments
- Life assurance (4x salary)
- Financial wellbeing support via Savesmart
- Discounts on shopping, leisure, gym, and travel
Why ScottishPower
ScottishPower is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a global leader in wind energy. We’re committed to achieving Net Zero, investing over £6 million every working day to build the energy infrastructure of the future.
We value inclusion, diversity, and a strong sense of social purpose. Whatever your background, you’ll find a place here to grow and make an impact.
ScottishPower is committed to providing reasonable support or adjustments during the recruitment process for candidates with disabilities, long-term conditions, mental health conditions, or those who are neurodivergent or require pregnancy-related support. For assistance, contact careers@scottishpower.com.
Why SP Energy Networks
SP Energy Networks, part of the Iberdrola Group, operates the transmission network across Central and Southern Scotland, North Wales, and North West England. With over 4,000km of cables and lines, we connect renewable infrastructure like wind farms to the electricity grid, playing a crucial role in Scotland’s ambition to achieve Net Zero by 2044.
We’re investing over £5.5 billion into our transmission network to support renewable growth and provide real career opportunities across our global organisation.
Mobility
Applicants who are not citizens of the vacancy’s host country must comply with applicable immigration requirements to legally work in that country. Where required, the company will support successful candidates with immigration processes.
Closing Date
12 November 2025 (23:59 GMT)
Please note that the advert may close early if sufficient applications are received.
