Better places, thriving communities.
Role: Customer Insight Lead
Your Opportunity
Join Mitie's award‑winning Marketing & Sales team and play a key role in shaping how we understand and grow our customer relationships. You'll bring together NPS data, customer feedback, and market research to create clear, actionable insight that strengthens client relationships and supports confident decision‑making.
In this role, you'll lead our customer insight strategy, design research programmes, and analyse customer journeys to identify opportunities for improvement and competitive advantage. Working closely with the MI team, you'll turn complex data into engaging dashboards and compelling narratives. You'll collaborate with marketing, sales, and bid teams to ensure insights influence campaigns and propositions, present your recommendations to senior leaders, manage budgets and external partners, and champion the use of AI and new technologies to enhance how insight is generated across the business.
Who We're Looking For
You'll thrive here if you're a collaborative, thoughtful insight professional who enjoys working with senior stakeholders and navigating a dynamic organisation. We're looking for someone who is:
1. Analytically strong, with a proven background in NPS analytics, customer insight, or market research
2. Strategic, able to connect data to wider business priorities and market shifts
3. Emotionally intelligent, comfortable influencing senior leaders and building trust
4. Self‑directed, spotting opportunities and moving them forward with confidence
5. Collaborative, working naturally across teams to create insight‑led change
6. Impact‑focused, committed to showing the value of your work
7. A clear communicator, able to turn complex data into stories people connect with
8. Versatile, with experience across B2B and/or B2C environments
Skills and Experience
9. Strong experience in customer insight, NPS analysis, and research methodologies
10. Hands‑on experience with Voice of Customer programmes, including:
Closed‑loop feedback
Stakeholder engagement and communication
Root‑cause analysis
11. Confident with both qualitative and quantitative research
12. Skilled at synthesising data, spotting patterns, and developing customer personas
13. Strong data visualisation skills (Excel, Tableau, Power BI)
14. Experience managing research budgets and external agencies
15. Excellent project management and attention to detail
16. Strong written and verbal communication skills (PPT skills a plus)
Ready to Make an Impact
This is a high‑visibility role where your insight will help shape decisions, influence strategy, and create meaningful commercial outcomes. If you're excited by the idea of using data to shape the future of a market‑leading organisation, we'd love to welcome you into the team.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Sophie Willson at .