Customer Experience (CX) Performance Analyst

Salary: £31,000 up to £38,992 dependent upon experience

Contract Type: 12 Month Fixed Term Contract

Security Level: BPSS

Visa Restrictions: This position does not offer visa sponsorship.

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Role

To provide a CAA-wide service assurance process to ensure consistent, high-quality delivery and service outcomes aligned with the CAA service standard. Responsible for analysing customer feedback, performance metrics, and trends to provide actionable insights that enhance the overall customer experience. This role requires a strong understanding of data analysis, customer behaviour, and performance measurement, aligned with the GDS and CAA Service Standard principles.

Core Accountabilities

• Analyse customer feedback and performance data to identify themes
• Identify root causes of issues, providing comprehensive recommended solutions where possible
• Responsible for gathering, analysing and pulling together both operational performance and customer insights with the aim of improving customer experience
• Support the roll out of service health reporting
• Collate and contribute all data and insights to support CX Service Governance team, tracking and monitoring changes to provide insights
• Interrogate, analyse and interpret large data sets (e.g. service performance data), using outputs to inform and provide recommendations for operational improvements
• Support the definition of key performance indicators (KPIs) to measure, track, enhance and simplify the usability of customer interactions
• Create, report, and conduct analysis of data and information for trending and problem resolution
• Contribute to user research to understand customer needs and behaviours, ensuring that insights are used to improve service delivery
• Encourage consistent customer experience enhancements across all channels and touchpoints
• Advocate for accessibility and inclusivity in all customer experience initiatives
• Engage and collaborate with cross-functional teams to implement improvements based on analysis or feedback
• Support agile methodologies aligned with CAA best practices
• Regularly review and refine customer experience strategies based on performance data and user feedback
• Ensure that all customer data is handled securely and in compliance with privacy regulations
• Measure against success metrics and transparently report on performance
• Utilise appropriate data analysis tools and technologies to support customer experience improvements
• Ensure that customer experience initiatives are reliable and consistently meet user needs
• Provide day to day support for Service Governance Team and CX Strategy & Approach project

About You

To be considered for the role you must have:

• Experience in customer experience analysis, data analysis, or a related role
• Proficiency in data analysis tools (e.g., Excel, SQL, Tableau)
• Strong analytical and problem-solving skills
• Excellent communication and presentation skills
• Ability to work independently and as part of a team
• Attention to detail and accuracy
• Knowledge of statistical analysis techniques
• Experience with customer experience management platforms desirable
• Familiarity with CRM systems and customer journey mapping

Additional Information

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.

To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken.

If you do not meet these requirements, we may not be able to accept your application.

For more information on BPSS clearance please visit - BPSS clearance

The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Relocation & Property

The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations.

We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers.

We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028.

Inclusive Recruitment

We are passionate about diversity and ensuring all are included at the CAA. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds.

As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know.

Working With Us

We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day-to-day role, providing you with opportunities to develop and grow your career with us.

We have embraced hybrid working and offer flexible working patterns, being open to having a conversation about what works for you. We know where and when we work is important in achieving a work-life balance.

We offer a range of excellent benefits such as flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone – For more information please Click Here

Closing Date: Friday 27th June 2025

Interview Date: W/C Monday 30th June or W/C Monday 7th July

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

No recruitment agencies please.