Get AI-powered advice on this job and more exclusive features.

Full Time - Monday – Friday 9.00am - 5.00pm (flexible within business needs)

Are you passionate about customer satisfaction?

We are currently looking for a customer focussed Research and Insight Analyst to proactively support an on-going programme of research and insight analysis to develop customer experience improvements across the organisation.

We are seeking an individual with a passion for championing the customer voice through the collection and analysis of customer satisfaction data, communicate findings and make service improvement recommendations.

What you will be doing:

• Effectively support the delivery of research projects from the early scoping stage through to reporting, communicating findings and making recommendations as appropriate.
• Support all customer insight work – being the champion for research and analytics.
• Use data analytics skills to triangulate various data sources to bring together the full customer feedback picture and make recommendations for service improvements.
• Work collaboratively with all business functions to ensure feedback is collected effectively and used in an outcome-based approach.
• Apply research findings within the business to inform evidence-based decision making and ‘tell the story’.

We’d love to meet someone with:

• Experience of working with customers.
• Excellent IT skills to include MS Word, Excel, and Outlook, PowerPoint.
• Ability to use different analysis techniques such as sentiment analysis and key driver analysis, and able to interpret data, especially through Power BI reports(D).
• Understanding of research methods such as customer effort and NPS, and able to interpret data.
• Demonstrate excellent communication skills and the ability to communicate and establish effective working relationships at all levels.
• Great listening skills are essential.
• The ability to clarify and communicate customer experiences and suggest service improvements based on findings.

Amongst what we offer you is:

• A competitive salary of £38,157 per annum
• 28 days holiday PLUS Bank Holidays
• Free life assurance
• Access to an extensive suite of wellbeing services and tools including a digital gym
• Opportunities for learning and development
• Discounted gym membership
• Hybrid Working

Please note the successful candidate will need to complete a basic DBS application.

Interviews to be confirmed

We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.