Customer Experience Insights Specialist

London or Manchester

Song AI and Data. We Are Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.

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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 work streams and stay focused on recommendations that can be implemented and measured.

Understand Customer Behaviour & Journeys. 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.

Connect Customer & Channel Data. 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. Generate Insight with Analytics & AI.

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. Shape Optimisation & Strategy. 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. Engage Clients & Deliver. Lead analytical work streams 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…