We are looking for a Customer Experience Analyst to join the Customer Experience Team.

The successful candidate will be driven by data and insight as you will advise the management team on the best approach to achieve efficient customer journeys by developing an excellent knowledge of what the customer requires and will include all stakeholders, both internal and external.

If you excel as a subject-matter expert and are skilled at leveraging your in-depth knowledge to transform data into valuable insights that inform decision-making, we would be eager to hear from you!

Salary: £44,075 to £47,181 per annum

Contract Type: Permanent

Working Pattern: Full-time (37 hours per week)

Location: Your temporary base location will be Tradewinds Business Centre, Heath Place, Heath Pl, Bognor Regis PO22 9SL. Your permanent base location will be Durban House, Durban Rd, Bognor Regis PO22 9RE. Final arrangements to be agreed with the successful candidate.

Interview Date: Tuesday 26 August 2025

This role requires the successful candidate to travel throughout the county for visits. Regular attendance at your designated base location will also be necessary, and there will be opportunities for some remote work. Final arrangements will be confirmed with the successful candidate.

About the Job

As a Customer Experience Analyst, you will leverage data to illustrate the customer experience and identify opportunities for continuous improvement.

Any given day can often feel quite different from the next! There will be some key responsibilities likely to feature in this role, including:

• Managing the timely and effective delivery of information and research to facilitate efficient customer relationship management, utilising an in-depth understanding of reporting systems that access essential data related to customer issues and experiences.
• Providing recommendations to the senior management team on the most effective strategies to enhance customer journeys by developing a comprehensive understanding of customer needs and engaging all relevant stakeholders, both internal and external.
• Strong stakeholder management: building and maintaining good working relationships with customers, the Customer Experience teams and senior management to identify information sources that enable effective analysis.
• Providing insight into what the customer is telling the authority, and the health of the customer facing areas, enabling senior management to make informed decision making.
• Using understanding of change and problem management processes, you will provide analysis that enables the Customer Experience Service to gain insights into issues that arise, considering both the effects on customers and the implications for service areas.

If you enjoy working in a fast-paced environment and relish being part of a close-knit team, supporting colleagues to deliver better outcomes for the residents of West Sussex. we want to hear from you!

We would love to hear from you if you have

• Degree, or equivalent qualification or experience, demonstrating that level of applied knowledge in researching, analysing and evaluating arguments and information.
• Strong communication skills with the ability to confidently build relationships with stakeholders at all levels.
• Highly proficient in computer applications with strong and precise IT skills, particularly in SharePoint and Power BI, to enhance operational workflows and reporting of performance data.
• Demonstrated experience in effectively utilizing analysis to identify complex trends from diverse data sources and presenting this information.
• Comprehensive knowledge of analytical techniques and software that ensures information is accurate, accessible, and timely.
• Significant experience with a commercially driven customer service environment.

For more information on the Key Skills as well as the Qualifications and/or experience required, please refer to the Job Description attached.

Rewards and Benefits

We aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance and are rewarded for the work they do.

A laptop and mobile will be supplied if applicable to your role. You will benefit from 30 days annual leave plus the opportunity to buy additional leave and an excellent local government pension scheme

A range of discounts give our staff access to hundreds of offers; groceries, travel, cinema tickets, days out, leisure activities, high street retailers and the opportunity to save over £1,000 a year through our West Sussex Choices benefits platform.

For more information about the wide variety of benefits you can take advantage of please visit our Rewards and Benefits page.

Further Information

The reference number for this role is CPP01158.

Does this sound like the opportunity for you? Click apply below, upload your CV and cover letter.

Your cover letter should:

• Outline your motivations for applying.
• Explain the skills and experience you can bring to the role (please refer to the key skills in the attached job description).

Please ensure you have saved the job description attached to the main advert on our website as, once the job has closed, you may not have the opportunity to download again.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. This post is subject to right to work within the UK, satisfactory references, and a health check.

Equity, inclusion and accessibility is very important to West Sussex County Council. We welcome and encourage applications from everyone, as this helps us build a diverse and talented workforce, that reflects the communities we serve. We ensure our approach to recruitment is flexible and supportive to enable all applicants to be at their best and to ensure they have the best possible chance of success.

We operate a guaranteed interview scheme for applicants that have a disability, are a veteran or are a care leaver. More information can be found on our application help page.

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