Customer Voice Analyst

We are on the loo kout for a proactive and analytical Customer Voice Analyst to join our team, playing a key role in developing our Customer Voice function through digital solutions and innovative strategies. This position provides a unique opportunity to shape how we transform customer feedback into actionable insights, shaping how we listen to, design for, and deliver services for our community.

As a Customer Voice Analyst, you will leverage the potential of both quantitative and qualitative data, as well as new AI-driven feedback systems, to elevate the quality and responsiveness of our customer service. You will be pivotal in implementing effective feedback mechanisms, ensuring customer insights are translated into enhancements that boost satisfaction. You should be confident in using and applying Microsoft's business analytics tool, Power BI to provide analysis and visualisation of key data.

We are seeking someone with excellent analytical skills, capable of interpreting datasets to inform decision-making and strategy development.

A minimum of an NVQ Level 5 in a related field or significant experience in improving customer journeys is desirable.

You should be a skilled communicator ready to challenge current practices constructively and articulate potential future opportunities. This role invites you to be a bridge between customers and service leaders, encouraging meaningful dialogue and fostering continuous improvement. You should be able to carry out engagement face to face, facilitate workshops and research activities. You should have knowledge of behavioral insights practice and human centered design, good journey mapping skills and understand the foundations of good customer experience.

Your collaboration with Service Leads will help instill a culture of innovation and exceptional service across all customer interactions within the council.

Building strong and respectful relationships throughout the council is crucial, ensuring services are held accountable when responding to feedback. You will support the deployment of AI-powered feedback systems and contribute to developing predictive analytics to anticipate customer needs, thereby offering proactive solutions to enhance the customer journey.

If you are passionate about driving positive customer outcomes and shaping service excellence, we welcome your application to join our dynamic team.

For more information, please contact Corleen Bygraves-Paul (Customer Experience Lead) by corleen.bygraves-

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

It is a great time to join us and we welcome your application.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more here New job evaluation process to be introduced at Sheffield City Council | Sheffield City Council

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