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Customer Experience Insights Specialist
Full-time
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.
Visit us at: https://www.accenture.com/gb-en/about/accenture-song-index
The Role
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.
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 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
Required - Experience & Knowledge
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
Preferred
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
Who You Are
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.
Our Total Rewards
consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits.
These include
Family-friendly and flexible work policies
Attractive pension plan with financial wellbeing support and resources
Private healthcare insurance plan and Mental Wellbeing support
Employee Assistance Programme, Career Development and Counselling
A range of generous Parental Leave offerings
SNGCR01
Experience in Customer Analytics, Customer Experience Analytics, or Channel Analytics.
Strong knowledge of CRM, customer journey management, and omnichannel experience optimization.
Understanding of contact centre operations, customer service journeys, and performance metrics.
Ability to analyze and combine customer, digital, and first-party data.
Strong hands-on Python skills with SQL and data visualization experience.
Experience using Generative AI for analysis and insight development.
Proven client-facing and stakeholder management experience.
Self-driven and able to work in fast-paced, ambiguous environments.
