Employee Experience & Continuous Improvement Analyst

Department: Customer Support

Employment Type: Full Time

Location: EMEA-United Kingdom

Description

Role expectations

• Own the annual EMEA Employee Experience roadmap and calendar across the five programme pillars.
• Maintain governance for approvals, budgets, communications, inclusion, privacy, vendors, and monthly leadership reviews.
• Facilitate or coordinate structured Voice of Employee mechanisms, including pulse surveys, focus groups, employee journey checkpoints, and recurring feedback channels; identify trends, friction points, and opportunities across key employee experiences.
• Turn insight into action plans with clear owners, dates, and measures; track completion and communicate outcomes back to employees where appropriate.
• Maintain recognition channels and programmes covering everyday appreciation, positive escalations, achievements, milestones, and quarterly excellence, using transparent criteria and performance indicators employees can meaningfully influence.
• Coordinate inclusive wellbeing, cultural, community, and social-responsibility activities across markets, shifts, and working arrangements.
• Build and support a supervisor and manager ambassador network using briefing packs, templates, and regular check-ins.
• Use Employee Experience insights to identify opportunities in one-to-ones, coaching, recognition, communication, and employee development practices; provide managers with frameworks, tools, and recommendations that strengthen the employee experience.
• Partner with Customer Success Academy, Training, HR, and OPEX leadership to incorporate employee development and career-experience insights into the Employee Experience roadmap and identify opportunities that strengthen internal growth and organizational capability.
• Partner with BI to develop Employee Experience reporting across survey results, action-plan completion, recognition, participation, employee journey insights, and other relevant indicators; use evidence to evaluate effectiveness, recommend improvements, and identify relationships between Employee Experience, organizational performance, and Customer Experience.
• Coordinate the Employee Experience and Continuous Improvement idea-management framework, including employee submissions, evaluation cycles, stakeholder alignment, selected initiatives, implementation follow-up, and measurement of organizational value.

What we're looking for

• Relevant education, professional training, or equivalent practical experience in HR, psychology, business, communications, L&D, organisational development, or a related field.

• 1-2 years of experience in Employee Experience, employee engagement, People Operations, L&D, internal communications, change management, or a comparable programme role.
• Experience coordinating multi-stakeholder programmes, facilitating structured employee listening, translating insights into action plans, and supporting process or organizational improvement across different markets or organizational levels.

• Professional proficiency in English, written and verbal.
• Additional European language skills are an advantage.

• Strong employee-listening, facilitation, and psychologically safe discussion practices.
• Strong programme coordination, organisation, and prioritisation across concurrent initiatives.
• Data literacy, survey interpretation, action tracking, and concise management reporting.
• Stakeholder partnership and influence across HR, leaders, OPEX teams, and external providers.
• Clear communication, sound judgement, discretion, and cultural awareness.
• Ability to identify manager-enablement opportunities through Employee Experience insights and translate them into practical tools, recommendations, and improvement actions.
• Working knowledge of Microsoft 365, with confidence learning survey, action-tracking, and reporting tools.
• Process improvement and structured problem-solving skills, with the ability to translate employee insights into scalable actions and measurable improvements.
• Ability to connect Employee Experience initiatives with broader organizational priorities, change adoption, operational performance, and Customer Experience.

• Coursework or certification in Employee Experience, engagement, HR, L&D, internal communications, change, or project management is preferred.
• Training in facilitation, coaching, mental-health awareness, inclusive programme design, survey analysis, or data visualisation is an advantage.

• Operates within a dynamic, multi-market EMEA Customer Success environment.
• Requires regular virtual and cross-functional collaboration across locations and cultures.
• Handles sensitive employee feedback with discretion and in line with privacy requirements.
• Balances several initiatives, deadlines, and stakeholders with clear follow-through.
• Plans with WFM and operational leaders to balance participation, inclusion, and service requirements.
• Operates in a continuous-improvement environment requiring the ability to translate employee feedback and organizational insights into practical, scalable solutions while balancing employee experience, operational priorities, and Customer Experience.

Additional Information