Job Title: Customer Insight Analyst – £40k Bonus – West Midlands / Hybrid (max 2 days in office) We’re hiring a Customer Insight Analyst to join a fast-paced, insight-led business where the customer sits at the heart of every decision. This role sits within a central insight and operational excellence team, focused on using data to drive improvements across the full customer journey from feedback to action. It’s a great opportunity for someone who enjoys turning data into meaning, collaborating across teams, and seeing their insights translate directly into positive customer outcomes. Key Responsibilities: • Analyse customer feedback from surveys, complaints and online reviews to uncover clear, actionable insight • Use platforms like Reputation and other analytics tools to identify trends and performance hotspots • Build and maintain dashboards and reporting tools to track customer sentiment over time • Provide insight support to wider business initiatives, translating data into clear recommendations • Work cross-functionally with digital, marketing and operations teams to embed insight into decision-making • Support stakeholders with self-serve dashboards and reporting frameworks • Maintain competitor and market benchmarking intelligence What We’re Looking For: • Experience in a data, insight or customer experience analysis role • Proficiency in Excel (Power BI a plus) • Strong ability to interpret complex data and communicate insights clearly to non-technical audiences • Confident building dashboards, reports and presentations that bring data to life • Highly organised, collaborative and passionate about using data to improve customer experience The Offer: • £40,000 base salary • Group bonus scheme • Agile hybrid working with max 2 days in the office per week • A role with real impact, shaping how insight informs business improvement If you're looking for a customer-focused insight role where your work really makes a difference, we’d love to hear from you.