Customer Experience Specialist

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.

We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.

GTC, part of the BUUK Infrastructure Group, are looking for
Customer Experience Specialist
who would like to help us reach our mission to “earn customer loyalty and drive business growth by providing consistently excellent service”.

This role works across the BUUK group of companies and is an excellent opportunity to understand all customer types and their experiences. This role would suit a recent graduate or those looking to start and develop their career.

The Customer Experience Analyst will partner with business units across BUUK to translate customer insight into actionable improvements. Using customer listening data, analytical techniques, and journey‑mapping methodologies, the role will identify opportunities to enhance customer journeys and support the wider organisation in embedding customer‑centric decision making.

Undertake business partnering with key stakeholders and journey owners across BUUK to help the wider business understand the voice of the customer, end‑to‑end journeys and opportunities for improvement.

Analyse customer feedback, behavioural data and journey performance metrics to identify trends, pain points and improvement opportunities.

Visualise and report on both qualitative and quantitative customer insight findings.

Conduct deep dives, process reviews and define current and future‑state journeys using established customer experience methodologies.

Lead and coordinate customer journey mapping activities across the Group.

Facilitate workshops and collaborative mapping sessions to identify experience gaps and co‑design improvements.

Ensure that customer‑centric changes are evidence‑based, practically deliverable and positively impact customer outcomes.

Measure and clearly articulate the benefits and results of implemented improvements.

Build and maintain positive relationships with internal and external stakeholders to support the adoption of customer‑led improvements.

Deliver primary and secondary research including surveys, interviews, focus groups and benchmarking activities.

Attend external forums and industry events to ensure BUUK remains informed of emerging CX trends, tools and technologies.

Experience analysing customer feedback, performance data or research data.

Knowledge of Customer Experience frameworks (e.g. journey mapping, Voice of the Customer methodologies).

Experience of customer research programmes and research techniques.

Experience and confidence in presenting insights including to senior managers and directors.

Ability to work effectively across multiple business areas and stakeholder groups.

Excellent analytical skills with the ability to interpret large and complex datasets.

Outstanding attention to detail and accuracy.

Strong communication skills with the ability to convey insight clearly and persuasively.

Facilitation skills for workshops and mapping sessions.

Ability to translate insight into actionable recommendations.

Curious, proactive and comfortable challenging existing approaches.

Able to manage multiple priorities in a fast‑paced environment.

Degree or equivalent in English, business, psychology or a related discipline.

Professional qualification in Customer Experience (e.g. CCXP).

Experience designing and delivering customer research programmes.

Track record of delivering improvements…