Customer Experience Insights Specialist

Overview

In this role you will help clients understand customer behaviour and journeys across multiple data sources, turning evidence into practical improvements for customer experience and service. You will lead analytical workstreams, apply Python and analytics, and responsibly use generative AI to accelerate insight. You will communicate findings to non-technical stakeholders and shape channel and service strategies that drive measurable outcomes. This position offers exposure to cross-functional teams and a chance to contribute to the Song AI and Data practice with tangible client impact.

Pay / Benefits

• Competitive basic salary
• Annual performance bonus
• Opportunities to acquire equity
• 30 days of leave plus volunteering days
• Flexible work policies
• Private healthcare and wellbeing resources

Responsibilities

• Understand customer behaviour, segments, journeys and interactions across channels
• Identify friction, channel leakage and opportunities to improve outcomes
• Develop segmentation and behavioural insights for relevant experiences
• Combine CRM, contact centre, digital analytics and first-party data for joined-up views
• Use Python and analytics to test hypotheses and build repeatable insights
• Apply generative AI responsibly to accelerate analysis and synthesis
• Translate analyses into clear recommendations for CX and channel strategy
• Lead analytical workstreams from problem definition to recommendation
• Engage client stakeholders and present findings to senior audiences
• Contribute reusable methods and assets to the Song AI and Data practice

Key requirements

• Experience in customer analytics or related discipline
• Knowledge of CRM environments and omnichannel optimization
• Ability to combine digital, assisted-channel and first-party data
• Strong hands-on Python skills; SQL and data visualization experience
• Experience using generative AI for analysis with quality checks
• Proven client-facing and stakeholder management experience
• Self-driven and able to work in fast-paced environments
• Practical knowledge of contact centre operations and performance measures

• Curiosity about customer behaviour
• Strong communication to non-technical audiences
• Ownership and accountability
• Python
• SQL
• Data visualization (Power BI, Tableau)

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