Hermes Parcelnet

Customer Experience Analyst

4 months ago
Job ID
Number of Positions
Central Services


Award winning Hermes is the largest UK courier delivery service and we handled over 270 million parcels last year. We employ over 2,500 people, have over 10,000 self-employed couriers and deliver parcels to over 190 countries.


We have grown in excess of 15% each year over the past 5 years with even bigger ambitions for the future - there has never been a more exciting time to join us!


How it feels to work for us:


Here at Hermes, we empower each individual with both the responsibility to make critical decisions and to explore new ideas to achieve the best performance.


The biggest thing we are proud of is that our people care. We want you to make a positive difference to our customer’s experience, because in every job at Hermes, you will and you can add value.


Role overview:


The purpose of the role is to support the delivery of a substantial customer-centric business transformation programme, influencing and supporting stakeholders at every stage of the customer journeys. The (senior) executive will play an essential role in transforming the voice of the customer into compelling and actionable stories to support delivering significant customer improvements as well as defining, delivering and safeguarding industry leading customer experiences.


  • Implement and track measurable customer experience standards across the business
  • Communicate, report and pro-actively manage insight on voice of the customer data
  • Identify opportunities for enhancements within the business through voice of the customer data
  • Co-ordinate, support and deliver bottom-up change efforts driven by the front-line
  • Daily use of PowerPoint and Excel software (among others)



  • Be passionate about delivering exceptional customer experiences
  • Be able to manage and influence stakeholders and deliver results
  • Be able to grasp complex information and use it to inform better decisions
  • Be a natural story-teller who’s able to confidently communicate complex information to non-research audiences in a clear and understandable manner


  • Have experience working with customer journey design and/or experience analysis
  • Have experience with story-led reporting (or a creative demonstrated flair)
  • Have experience with market research (Quantitative or qualitative) and/or influencing stakeholders
  • Be able to pro-actively identify ways of adding value to stakeholders across the business through the sharing of insight and best practice
  • Have successfully delivered cultural change or business transformation programme in the past
  • Working knowledge (or willing to learn) of SAP Business Objects ideal


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