Customer Insight & Market Strategy Analyst
Drive Commercial Strategy Through Insight.
At Arriva UK Bus, we’re transforming how we understand and serve our customers. As part of this ambition, we're looking for a skilled and curious
Customer Insight & Market Strategy Analyst to join our team. You will play a pivotal role in shaping our commercial decisions by delivering powerful insight rooted in customer behaviour, market dynamics, and data storytelling.
What You’ll Be Doing
Customer Data Management for Network Proposition & Optimisation
* Harness and manage a range of customer data sets (origin-destination, demographics, open data) to build granular demand models.
* Use spatial analytics and market segmentation to reveal emerging patterns within neighbourhoods.
* Support creative data collaboration across teams to enable smarter decision-making.
Marketing Analytics
* Apply demographic, behavioural and spend data to paint a complete picture of customer needs and journeys.
* Transform complex datasets into visual and actionable insights, guiding stakeholders with clear recommendations.
* Identify growth opportunities and support campaign targeting with localised intelligence.
Market Performance
* Track and forecast local and regional change through predictive analytics, spend behaviour and demographic shifts.
* Benchmark route and regional performance against internal and external data sources.
* Develop new performance monitors and enrich existing survey data with pricing and external spend insight.
Concessionary Development
* Strengthen the evidence base for concessionary fare reimbursement models and calculators.
* Map and analyse urban-rural classifications, demographic trends, and retirement population clusters to support targeted scheme planning.
Franchising Support
* Provide the franchise and bidding teams with tailored market intelligence and competitor analysis.
* Contribute to network proposition development and deepen relationships with local authorities.
Customer Satisfaction (CSAT) Strategy
* Own and optimise CSAT insights for AUKB, working proactively to enhance surveys and engagement.
* Partner with industry stakeholders to share best practices and improve performance.
What We’re Looking For:
* Proven experience in customer insight, market research, commercial analysis or data strategy.
* Strong analytical skills with expertise in data visualisation, storytelling, and interpretation of large datasets.
* Ability to translate complex findings into clear, actionable business strategies.
* Familiarity with tools such as GIS mapping, Tableau/Power BI, Excel, SQL or similar platforms.
* Experience working with demographic, spatial, or spend data is highly desirable.
* Strong communication skills and confidence working with non-technical stakeholders.
Why Join Us?
* Be a strategic voice in shaping one of the UK’s largest public transport networks.
* Make a tangible difference to customer experiences and local communities.
* Work within a collaborative, supportive environment that values innovation and curiosity.
* Enjoy hybrid working, professional development opportunities, and a comprehensive benefits package.
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