As a Customer Insight Analyst, you will lead research and insight programmes that help shape how NHS Property Services delivers for its customers. Using a blend of qualitative and quantitative methods, you'll gather feedback, analyse trends, and translate findings into clear, actionable recommendations that support strategic decision‑making. You'll work closely with colleagues across Product, Marketing, Delivery, Customer and Data teams to ensure insights are embedded into our services, processes and performance frameworks. You will also play a key role in improving data quality, strengthening governance, and supporting the development of our annual customer insights report. This is a highly collaborative role where your work will directly influence how we improve customer experience across the organisation.
Responsibilities
* Lead customer research programmes, including email surveys and interviews, ensuring insights are accurate, actionable and continuously improved.
* Conduct qualitative interviews with senior healthcare property stakeholders, applying strong sector knowledge.
* Partner with internal teams on customer and organisational research initiatives.
* Collaborate with Product, Marketing, Delivery and Customer teams to translate insights into action and contribute to the annual customer insights report.
* Work with CRM and Power BI teams to enhance reporting processes, define roadmaps and support solution design.
* Improve business process efficiency and proactively implement smarter ways of working.
* Act as a data steward, ensuring good governance, data integrity and effective performance goal setting.
* Analyse structured and unstructured data to identify improvement opportunities and provide evidence‑based recommendations.
* Serve as a link between colleagues and customers, ensuring aligned feedback touchpoints and a consistent customer experience.
* Handle routine tasks and social interactions within a work environment. Absorb policy and guidance necessary for the role.
Qualifications
You're a curious, analytical and customer‑focused professional with experience in a mixture of research methods and insight generation. You're confident engaging with senior stakeholders, conducting interviews, and interpreting complex information. You bring strong communication skills, a proactive mindset and a passion for turning data into meaningful action. Above all, you care about improving customer experience and helping teams make informed, evidence‑based decisions.
Benefits
* 27 days annual leave + 8 days bank holidays, with the option of buying additional weeks' leave.
* A Smarter Working Policy, empowering you to choose the location and mode of work according to your daily activities.
* Training and development opportunities via the Professional Excellence Framework.
* Smart Pension contribution of up to 6% from the company.
* A range of flexible benefits, including NHS retail discounts and Cycle to Work Scheme.
* Colleague Assistance Programme providing support for all areas of life.
Contract
This is a 24‑month fixed‑term contract offering flexible working. The salary starts from £38,000 per annum.
Commitment to Giving Back
We are an organisation with a passion for giving back, having raised £150,000 over 3 years for our charity partner Young Lives vs Cancer, and are committed to creating a sustainable working environment by pledging to become net zero carbon by 2050.
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