Description
The Customer Insight Analyst plays a key role in bringing the voice of the customer into decision-making across Motability Operations. Working across the Voice of Customer (VoC) programme, you will combine data analysis and customer research to generate actionable insights that inform business decisions, improve customer experience, and support commercial outcomes.
As part of a collaborative Customer Insights & Analytics team, you will partner with Customer Experience (CX), Product, Marketing, and Data teams, as well as senior stakeholders and external agencies. Alongside the Research Manager, you will ensure insight is clear, accessible, and drives meaningful change.
1. Analyse quantitative and qualitative customer data to identify trends, patterns, and opportunities
2. Generate actionable, insight-led recommendations to inform decision-making and influence strategy
3. Design and deliver quantitative and qualitative research to support customer experience and the VoC programme
4. Translate complex analysis into clear, engaging insight and data visualisations
5. Embed the customer perspective in analysis, linking insight to commercial outcomes
6. Use feedback platforms to identify customer sentiment and emerging issues
7. Manage third-party research and insight suppliers to ensure high-quality delivery
8. Collaborate across teams to embed insight...