Job Advert
At KeolisAmey Docklands (KAD), we're passionate about delivering exceptional journeys across the Docklands Light Railway (DLR). Our mission goes beyond trains and tracks — we aim to connect communities, exceed passenger expectations, and constantly innovate to improve the customer experience.
We are seeking a Customer Insight Analyst to consolidate, analyse, and leverage customer data to shape decisions that truly enhance passenger satisfaction.
You will own the day-to-day management of KAD's customer insight programmes, combining survey results, operational data, and customer feedback into actionable insights. Your work will directly influence projects, strategies, and initiatives that improve customer experience across the DLR network.
What You'll Do
* Manage KAD-owned customer insight programmes including surveys, panels, and social listening tools.
* Collaborate with external agencies and internal stakeholders as the go-to contact for insight programmes.
* Analyse both quantitative and qualitative data to uncover trends and areas for improvement.
* Present findings clearly, making recommendations to shape business decisions and help the Customer Experience team prioritise initiatives and projects.
* Provide regular reports to internal teams and client stakeholders, demonstrating the impact of insights on service improvements.
* Act as the voice of the customer within KAD, ensuring passenger perspectives are at the heart of decision-making.
* Monitor and respond to customer contact ticket in liaison with Transport for London via ZenDesk
What You'll Need
Essential:
* Experienced in working with varied data sources to provide data-driven insights, leveraging both quantitative and qualitative data
* Strong analytical skills with proficiency in Excel, Power BI, and CRM systems.
* Experience with customer research tools (e.g., surveys, panels, social listening platforms).
* Excellent communication and presentation skills, able to influence stakeholders.
* Project management skills to handle multiple tasks and deadlines effectively.
Desirable:
* Experience linking customer insights to long-term strategic goals.
* Confidence in managing third-party agencies and research suppliers.
What We Offer
As part of the Transport for London (TfL) family, you'll enjoy a range of competitive benefits, including:
* Free travel on the TfL network for you and a nominated household member.
* 75% discount on National Rail season tickets.
* Interest-free season ticket loan.
* Pension scheme with up to 10% employer contribution.
* Access to Perkbox, Doctor Care Anywhere virtual GP, and Employee Assistance Programme.
Join Us
If you're passionate about using data to elevate customer experience and want to see your insights shape real-world outcomes, we'd love to hear from you. Apply today and be the voice of our customers within KAD.
Please read the full Job Description before applying and ensure your CV and cover letter address the essential criteria.
Closing Date: 12th October 2025