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About the Opportunity

We’re looking for an engaged, analytical, and customer-obsessed team member to join the Customer Experience & Insights team on a 6-month secondment. This is a great opportunity to deepen your understanding of CX strategy, contribute to key customer-led initiatives, and work cross-functionally to improve the experiences we deliver every day.

In this role, you’ll support the delivery of high-impact CX projects—using data, insights, and journey thinking to help us continuously improve how we serve our customers and empower our teams.

What You’ll Be Doing

• Partner with the Senior CX Manager and broader team to deliver initiatives that improve customer and employee experiences.
• Analyse customer interactions and data to uncover pain points, emerging trends, and actionable insights.
• Build journey maps, customer flow analysis, and identification of experience improvement opportunities.
• Maintain and evolve dashboards, workflows, and other tools that support data-driven decision-making.
• Represent Customer Operations on cross-business initiatives, bringing customer insights and operational impacts to the table.
• Contribute to enhancements across self-service tools like the Help Centre, Chatbot, and other channels.
• Ensure all work is delivered on time, to a high standard, and in alignment with CX and operational priorities.

What We’re Looking For

• 1–2 years’ experience in an Operational or Contact Centre environment (highly desirable).
• Hands-on experience with tools like Zendesk, Salesforce, or other CRM/CIM platforms.
• Strong analytical mindset, with the ability to extract, interpret and present data meaningfully.
• Experience documenting and analysing business requirements is a plus.
• Highly organised, detail-oriented, and able to manage multiple tasks simultaneously.
• A proactive attitude, strong sense of ownership, and genuine interest in improving customer outcomes.

You’ll Thrive in This Role If You:

• Are curious, collaborative, and low ego.
• Enjoy solving problems and surfacing opportunities through data.
• Can balance big-picture thinking with high attention to detail.
• Are passionate about making things better for customers and employees alike.