Customer Experience Analyst

So Energy

  • London
  • Permanent
  • Full-time
  • 2 months ago
Please note we are not able to facilitate Visa or Relocation Sponsorship at present or in the future and therefore can only accept UK based applications from candidates who are able to commute to HQ in London, Chiswick twice per week🌍 London, Hybrid⭐️ Our PerksValues-driven culture – we’re really proud of our culture.🙌 Drive your own experience
  • Personalised Learning and Development Budget
  • Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
✨ Empowering you to be your most authentic self
  • 25 Holiday Days + your local bank holidays
  • 1 Birthday day – it only happens once a year!
  • 3 So Giving Days - spend these days giving back to your chosen cause
  • Religious Celebrations Leave
  • Mental Healthcare – Sessions with Unmind
  • Enhanced Family Leave
So EnergyWho we areSo Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:
  • Clear
  • Honest
  • Ambitious
  • Inquisitive
  • Caring
  • Sustainable
The RoleCustomer Experience Analyst at SO ENERGYReporting into our Head of Customer Experience, Sarah Ball 👋, we’re looking for a Customer Experience Analyst to join the team.We’re looking for a commercially focused CX Analyst to join our Customer Operations function. This role is embedded within the Customer Contact Centre and wider Customer Operations team and plays a crucial part in using data to identify trends, support operational improvement, and deliver better outcomes for our customers and frontline teams.This role suits someone who thrives on making data accessible and actionable, with excellent SQL skills, a strong eye for process efficiency, and a natural ability for storytelling through data. You’ll be expected to work closely with operational leaders to uncover insights and recommend improvements, while also collaborating with the central Data team to ensure scalable, reliable reporting.What you’ll be getting up to:
  • Utilise advanced SQL skills to extract, clean, and analyse complex customer and operational datasets, providing actionable insights to improve performance and service delivery.
  • Partner with colleagues across Customer Contact Centre, Customer Operations, and other business units to understand key challenges and shape data-driven solutions that support decision-making.
  • Define, refine, and maintain operational metrics that are meaningful at all levels—from frontline performance to strategic outcomes.
  • Develop and deliver clear, engaging reports and visualisations that communicate complex data in an intuitive way, tailored to the needs of both technical and non-technical stakeholders.
  • Support ad-hoc analytical needs, including audits, customer segmentation, and performance deep-dives that inform tactical and strategic decisions.
  • Keep up-to-date with trends and innovations in data analytics, continuously seeking opportunities to improve how we use data across Customer Operations.
  • Collaborate with the central Data team to ensure consistency in metrics and help transition repeatable analyses into scalable, self-serve reporting.
  • Clearly communicate progress, blockers, and outcomes to both operational and data stakeholders in a timely and concise manner.
This role will be a great fit if:
  • Bachelor's degree in a quantitative field (e.g., Computer Science, Statistics, Engineering) or equivalent work experience in Data Analytics.
  • 5+ years of experience in a data analyst or similar role, ideally with experience working within operational or customer-facing teams.
  • Advanced SQL skills, with a strong ability to manipulate large and complex datasets.
  • Proficiency in data analysis techniques, trend analysis, and performance monitoring.
  • Experience working with messy operational data and turning it into structured insights.
  • Strong communication skills, particularly in distilling complex data into clear, actionable narratives for a business audience.
  • Ability to create and deliver compelling presentations and insight decks.
  • Experience in visualising data effectively (e.g., Looker or similar tools) is a bonus.
  • Highly collaborative, with the ability to build trust and influence across both technical and non-technical teams.
  • A proactive mindset and a passion for using data to drive better outcomes for customers and colleagues.
Research shows that some people are less likely to apply for a role Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.So, if this role excites you, don’t let our role description hold you back, get applying!Want to tailor your application?Hiring Process * Talent Screening
  • Competency Interview
  • Practical Assessment
Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.Our ValuesWe look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleaguesHonest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customersCaring - We care about the work we are doing, our customers and our colleagues
Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.Diversity, Equity, Inclusion & BelongingAt So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.

So Energy