Perch Group are looking for a Customer Insight Specialist.

At Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.

Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.

Could this be the next step in your career?

We are looking for someone to provide a single, joined-up view of the customer experience by transforming data from complaints, outcome testing, QA, and voice of the customer into clear root cause insights, customer journeys, and actionable improvements that reduce harm and improve outcomes.

So, what will your day-to-day look like?

Root Cause & Insight Integration: Give a clear view of true drivers of poor customer outcomes, not just symptoms.

• Bring together insight from complaints and escalations, outcome testing, QA / quality monitoring, customer feedback / VoC
• Identify recurring themes and systemic issues across all sources
• Apply structured RCA methodologies (e.g., 5 Whys, Pareto, Fishbone)

Customer Journey Mapping & Storytelling: Make insight tangible. Enabling faster, more confident business decisions.

Build visual “end-to-end” journeys that:

• Show where issues arise
• Link operational activity to customer experience
• Highlight pain points, failure demand, and risk areas
• Translate data into compelling narratives for SLT and Exec that goes beyond data

MI & Reporting Ownership: Create consistent, governed outputs that support regulatory, client and operational insight and reporting.

As the business evolves support the creation and upkeep of structured dashboards and reporting (daily / weekly / monthly) through writing detailed MI requests or creating ad-hoc reports as required. Key areas of focus include:

• Complaint trends (volumes, uphold rates, root causes)
• SLA performance (e.g., 3-day resolve, aged cases)
• Redress trends and drivers
• Expressions of dissatisfaction

Insight-Led Continuous Improvement: Support the reduction in repeat complaints and systemic errors.

• Translate insight into clear, prioritised improvement actions
• Work with operational leaders to address root causes and improve processes, comms, or training
• Track whether fixes have actually solved the issue at source
• Provide clear narrative linking root cause to action taken and the outcome achieved

Does this sound like you?

• Experience in data-driven analysis, ideally within a contact centre, financial services, or regulated environment
• Experience of managing end-to-end RCA processes from problem identification to solution tracking
• Experience managing complex, multi-factor problems, not just isolated issues
• Practical experience with Lean, Six Sigma, or Kaizen principles
• Strong understanding of customer journeys and contact centre operations
• Experience in a regulated environment (e.g., FCA, Consumer Duty) to ensure insights support compliance

The Application Timeline

• A first stage phone call with the internal talent acquisition team (15-minute call)
• A face-to-face interview at the Blackpool office with the hiring managers (45 minutes – 1 hour)

Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application asap to avoid any disappointment.

If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.

Why you should be EXCITED to apply…

• £35,000 – £40,000 DOE, + up to 20% of your annual salary, paid as a bonus.
• This role is based at our Blackpool office and is a hybrid position.
• 37.5 hours per week. We offer flexible and hybrid working between our core hours of 8am- 6pm, Monday to Friday.
• The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.
• And many more benefits to support your wellbeing and professional development.

So, what are you waiting for? Submit your application today.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email recruitment@perchgroup.co.uk.

PLEASE NOTE – All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.