Job Description

Discipline: Standard


Job type: Permanent


Job ref: 009262



Correla are looking for a Customer Experience & Insights Lead to join our Customer Operations and Excellence team.

Salary: 60,000 (advertised salary achievable for a candidate fulfilling all role criteria)

Job Type: Permanent

About us

In March 2021, Correla was created, as an independently owned business to bring in private investment to fuel innovation in the centre of the energy market and beyond.





Correla is derived from correlation, because

we're all about exploring and enhancing relationships between data, people, and processes

. Our SaaS products and Managed Service solutions combine to power industry innovation, simplify an increasingly complex market, and deliver cost and operational efficiencies.

Our goal is to support industry transformation, to move to a net-zero future and to positively impact the end-consumer.

About the Role

Customer Experience & Team management:


Implement the customer experience strategy aligned with business objectives. Monitor and analyse customer journey to identify pain points and opportunities. Lead, coach and develop the Customer Experience team. Set performance expectations, monitor progress and support personal growth. Encourage a culture of accountability, collaboration and putting the Customer first.
Customer Insights:


Leverage data to generate actionable insights on customer behaviour, satisfaction and trends. Present insights to the wider business to inform service and operational decisions/improvements and generate/feed a 'channel' of information sharing. Coordinate successful delivery of customer surveys including execution, monitoring and post survey response activity. Work with Operational Stakeholders, Data Analytics team and Client Stakeholder to embed insights into process enhancements to contribute to service excellence.

About You

Leadership & Coaching - building the teams skillsets, capability, confidence and performance management to reduce SPOD (single points of dependency), with previous Team Management experience. Customer Experience - journey mapping, NPS/CSAT analysis, customer satisfaction and account management experience. Analytical & Problem solving - Strong confidence and capability in data interpretation and insight translation. Forward thinking - considering what the business and team need to deliver excellence & improve existing processes Strong communication - confident working with customers and clients, along with senior leadership.

What we offer

Locate for your day Uncapped annual leave 6-12% Pension Contribution Private Healthcare 26 weeks' full pay equal parent leave Wellbeing Services

And more!

At Correla, we are committed to working towards being a more diverse and inclusive workplace where our people can truly be themselves. We recognise the benefits of having talented people from a range of backgrounds and cultures who bring different perspectives, life experiences and diversity of thinking.





Our aim is to attract and retain the very best diverse talent to help create an exciting, innovative, and successful business that enables us to deliver an exceptional experience for our customers. We would therefore like to encourage applications from people with varied skillsets and experience and from different backgrounds and sectors to help shape our future.





Correla is an Equal Opportunities Employer. We believe in equality of opportunity regardless of race or racial group, ancestry, place of origin, ethnicity, sex, sexual orientation, gender identity, gender expression, gender re-assignment, age, record of offences, marital/civil partnership status, family status, pregnancy, maternity and paternity, religion/belief or disability. We promise that your opportunity for employment with us depends solely on your qualifications and relevant experience.