Customer Experience Advisor

The Customer Experience Advisor will play a critical role in driving customer satisfaction and experience excellence across Endava’s Clients. This role is responsible for managing and analyzing CSAT (Customer Satisfaction) data, ensuring insights are translated into actionable recommendations, and working closely with senior stakeholders to improve overall customer experience.

The ideal candidate will be XLA Foundation certified, experienced in using customer feedback tools (e.g., Power BI, Alchemer), and able to communicate insights effectively to technical and non-technical stakeholders.

Key Responsibilities

• CSAT Management & Analysis
• Own and manage internal CSAT applications, including Power BI dashboards and Alchemer survey tools.
• Collect, validate, and analyze CSAT and experience data, ensuring accuracy and relevance.
• Develop and deliver regular reports, scorecards, and insights to internal teams and senior stakeholders.
• Stakeholder Engagement
• Partner with senior stakeholders to review results, identify trends, and recommend actions.
• Support customer journey improvement initiatives by providing actionable insight into customer expectations and pain points.
• Act as an advisor on customer experience best practices and align with business goals.
• Continuous Improvement
• Identify opportunities to improve customer engagement processes and measurement practices.
• Provide recommendations based on data-driven insights to enhance service delivery quality and customer satisfaction.
• Contribute to the evolution of Experience Level Agreements (XLAs) and customer-centric metrics.

Required Qualifications & Skills

• Certification: XLA Foundation qualification (mandatory). XLA Practitioner qualification (desirable)
• Experience: Proven track record in managing CSAT or Voice of the Customer programs.
• Technical Skills:
• Hands-on experience with Power BI (dashboard development and reporting).
• Proficiency in Alchemer (or equivalent survey/feedback platforms).
• Analytical Skills: Strong ability to interpret data, identify trends, and translate insights into recommendations.
• Communication Skills:
• Excellent written and verbal communication, able to present complex data clearly.
• Strong interpersonal skills to build credibility and trust with senior stakeholders.
• Other:
• Self-starter with strong organizational and prioritization skills.
• Ability to work collaboratively across multiple teams and functions.

Desirable Skills

• Experience within IT Managed Services, Technology, or Consultancy.
• Knowledge of customer experience frameworks beyond CSAT (e.g., NPS, CES, VoC programs).
• Familiarity with Service Management processes (e.g., ITIL).