Join us at the Money and Pensions Service (MaPS) as a Data Insight Analyst. This role offers you the chance to make a significant impact by playing a critical role within the Customer Experience & Quality (CX&Q) Team by ensuring the organisation has accurate, timely, and actionable data about both MaPS Standards compliance and customer experience. This role requires someone who can confidently manage technical elements of data governance and analytics while supporting innovation and agile ways of working for data collection, assessment and reporting. Working across systems, this role transforms data into meaningful insight that helps identify risks, trends and opportunities for improvement. The ideal candidate is curious, thorough and able to spot patterns quickly. It will be someone who can balance hands‑on, practical data tasks with the ability to interpret and communicate insight that drives service improvement. You'll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing.
Role Purpose
The CX&Q Data Insight Analyst manages data governance and outputs for the Customer Experience & Quality Team, working across systems to transform multiple data sources into meaningful reporting and dashboards that help identify risks, trends and opportunities for improvement. They will support innovation and agile ways of working for data collection, assessment and reporting. Providing a blend of technical data capability, data design and collection, and focussed insight to enable the team to work with stakeholders to manage performance and use insight to make evidence‑based decisions.
Responsibilities
* support the implementation and embedding of new quality and customer experience measurement systems and tools e.g. Qualtrics, Decision Focus
* build lightweight data solutions and analysis pipelines where necessary (e.g. for QA mechanism testing or pilots)
* interrogate data from multiple evidence sources and provide regular reporting and dashboards for both internal and external stakeholders
* highlight performance risks, trends or opportunities to the CX&Q team, Technical Data Support
* Use data from Decision Focus and Qualtrics to build and maintain meaningful insight dashboards and reports, either in system or via Power BI.
* Support the creation, setup and testing of small‑scale experimental data collection mechanisms (e.g. MaPS Standards testing, ad‑hoc feedback trend analysis).
* Ensure high standards of data governance, including validation, cleansing, transformation and documentation.
* Set and manage CX&Q data requirements to maintain structured data sources, with consistent and compliant data handling
* Work with Technology & Change, Data & Analytics and operational teams to ensure correct data flows and alignment with organisational data standards and strategy.
* Lead data analysis for any new QA mechanisms or CX measurement initiatives.
* Analyse structured and unstructured data to identify patterns or gaps.
* Support development and monitoring of KPIs or measurement relevant to the CX&Q framework and supporting models
* Combine insights from various sources e.g. Customer Voice, QA outputs, operational MI, complaints and qualitative feedback to create holistic insight.
* Identify early warning indicators of risk through investigation and root cause analysis of data.
* Produce easy to digest insight summaries, dashboards and visualisations that are intuitive, easy to read and tailored to varied audiences.
* Track progress of CX&Q‑led improvements and assess the impact of change.
* Work closely with CX&Q, Service Delivery and colleagues across MaPS to ensure data is interpreted accurately
* Present findings in clear, accessible ways for non‑technical audiences.
* Support a culture of evidence‑based decision‑making and storytelling.
* Champion CX & Quality performance by synthesising different data sources to provide regular insight and performance reports for delivery partners, service owners and other MaPS teams and forums.
Experience & Qualifications
* Experience in data analysis and insight generation within public or private sector settings, ideally in customer experience, quality, service delivery or operational improvement.
* Strong capability in the practical application of using Excel, Power BI and tool dashboards for data collation, preparation, analysis and visualisation.
* Ability to work confidently with both quantitative and qualitative data.
* Understanding of data validation, quality and data governance principles.
* Strong communication, data visualisation and presentation skills to turn complex findings into clear, easy to understand actionable insight.
* Ability to manage competing priorities and work flexibly.
* Ability to apply attention to detail to ensure high quality reporting is distributed across key stakeholders effectively.
Preferred
* Understanding of the debt, money and/or pensions sectors with a working knowledge of the complexity in the delivery models and an understanding of drivers of good quality, customer experience and outcomes.
* Knowledge of statistical techniques and mixed‑method analysis.
* Experience supporting data collection mechanisms e.g. surveys, QA monitoring frameworks.
Location
The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.
Values
At the heart of the Money and Pensions Service are our values - caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We're not only looking for the best people to come and work for us, but we need people who align themselves with our values:
* Caring – We care about our colleagues and the people whose lives we are here to transform.
* Connecting – We will transform lives through our ability to make positive connections.
* Transforming – We are committed to transforming lives and making a positive societal impact.
Inclusive Working Environment
We foster our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.” Our colleague and ally networks encompass LGBTQ+, neurodiversity, women's health, men's health, ethnicity, and diversity.
Hybrid Working
As standard, we work on a hybrid basis with a minimum of 2 days in the office per month. Hybrid working is a voluntary, non‑contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
What We Offer
* Generous Annual Leave – 30 days plus Bank Holidays
* Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
* Interest‑free loan for season tickets for buses and trains
* Cycle to work Scheme
* Subsidised eye tests & flu jabs
* Life assurance scheme
* Give as you earn scheme
* Employee assistance programme (EAP)
* PAM Assist and PAM Life scheme (Wellbeing)
* Enhanced family and sick pay
* Paid volunteering (2 days a year)
* Recognition Scheme
* Discounts portal to numerous retailers
#J-18808-Ljbffr