Product & Customer Experience Officer

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Product & Customer Experience Officer

Location: Moorgate, London
Salary: £35,000 - £40,000 per annum
Employment Type: Permanent
Working Pattern: Office-based, 5 days per week

About the Role

We are looking for a Product & Customer Experience Officer to join our Products & Analytics team in London.

This is an exciting opportunity for an analytical and customer-focused professional to play a key role in using customer insights, data and market intelligence to improve products, services and the overall customer experience.

You will analyse customer feedback, behaviours, satisfaction measures and business data to identify trends, pain points and opportunities for improvement. Working closely with teams across Product, Operations, Marketing, Sales, Customer Service, Finance, Risk and Compliance, you will turn data and customer feedback into meaningful recommendations that support better customer outcomes and business performance.

Key Responsibilities

• Analyse customer feedback, survey results and customer experience data to identify trends, pain points and opportunities for improvement.
• Monitor and report on key customer satisfaction measures, including NPS, CSAT and Customer Effort Score (CES) .
• Develop actionable insights and recommendations to support product enhancements, service improvements and process optimisation.
• Support customer listening programmes, satisfaction surveys and Voice of Customer initiatives.
• Analyse customer journeys and behaviours to identify opportunities to improve satisfaction, loyalty and retention.
• Prepare insightful reports, dashboards and presentations for stakeholders and senior management.
• Conduct market research, competitor analysis, market sizing and pricing analysis to support product strategy.
• Develop and monitor product KPIs, helping teams understand product performance, usage and profitability.
• Identify opportunities for process improvement, automation and greater operational efficiency. xwwtmva
• Work collaboratively with Product, Operations, Marketing, Sales, Customer Service, Finance, Risk and Compliance teams.
• Support marketing and brand initiatives, including digital campaigns, website and social media activity, custom
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