Customer Insight Analyst
Full-time, Permanent position (37.5 hours)
Beeston, Nottingham: £35,153 - £37,003
Hybrid opportunity: minimum 2 office days per week
About Us: Metropolitan Thames Valley Housing is one of the UK's leading providers of affordable housing and care and support services. We employ over 1,900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.
This role: We are excited to recruit a full-time, permanent Customer Insight Analyst to join our Corporate Services Directorate in the Strategy, Projects and Performance Team.
As a Customer Insight Data Analyst, you will play a crucial role in communicating our customers’ voices across the organisation. You will be responsible for ensuring we collect robust customer satisfaction data, monitoring demographic and volume requirements across the Insight Team and leveraging your system and analytic expertise to identify key data and trends. Your curiosity and analytical mindset will help you to spot and resolve data gaps or inconsistencies, propose innovative solutions and collaborate with our business intelligence and data teams to turn insights into action.
As a senior member of the Insight Team, you will set your colleagues up for success. This includes supporting Customer Insight Interviewers in accessing and completing customer surveys by phone, troubleshooting any technical or process queries they may have and providing guidance on how they can approach and prioritise the monthly survey targets. You will also manage the distribution of digital surveys, making sure all eligible customers have regular opportunities to share their feedback in line with our targets.
You will work closely with the Customer Insight Manager to create reports and dashboards that effectively communicate customer satisfaction themes to key stakeholders. We are looking for someone creative and engaging, who enjoys producing inspiring content for both colleagues and customers. You will help staff access and utilise our customer insight platform, Qualtrics XM, supporting the wider business in identifying areas for service improvement and celebrating successes.
If you’re passionate about using data to drive positive changes, and you thrive in a collaborative and dynamic environment then we would love to hear from you!
What you'll need to succeed:
Communication Skills
* The ability to explain complex information in language that is easily understood by the business
* Skilled in documenting and defining important processes and functions for a variety of audiences
* A team player, setting out Customer Insight Interviewers up for success, troubleshooting any technical questions and offering guidance and support in how to approach and prioritise the monthly survey targets
Analysis Skills
* Excellent attention to detail and time management skills
* A curious nature, proactively identifying data inconsistencies or opportunities and proactively approaching and applying solution ideas
* The ability to identify the root cause of any problem, rather than just the symptoms
Stakeholder Management
* Proficient in managing stakeholders and communicating effectively
Technical Experience
* Working with large data sets, including identification and correction of inconsistencies
* Strong Microsoft Office knowledge (specifically Excel)
* Experience of Qualtrics XM is desirable, including troubleshooting, creation and distribution of surveys
* Good Data Modelling experience and SQL knowledge, with table design and creation as a minimum standard (ability to manipulate fields, insert, delete and move data is desirable)
* Proficient, with hands on experience of using data quality, data lake, integration and master data management concepts and tools (Snowflake and Informatica knowledge preferred)
* Confident in the use of PowerBI, creating reports and managing workspaces
Key Dates: in-person interviews scheduled to run from 29 October - 06 November
Please note :- we do not currently offer visa sponsorship.
What’s in it for you?
Our benefits include:-
* 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
* 2 volunteering days per year for things like helping out in local communities
* An additional ‘Beliefs day’ once a year to have an extra a day off
* Supported family friendly approach with extended parental leave
* Enhanced pension with matched contributions of up to 9%
* Option to buy or sell up to 5 days annual leave per year
* Life assurance cover 3 x your salary
* Cycle2work scheme
* Hybrid Working - Dependent on job role and department
* Health cash plan scheme for your everyday healthcare needs which you can add your family members too
* Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan
* Access to extensive learning and training opportunities with Wisebox platform
* Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
* Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
* Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation
About us
We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.
Learn more about our benefits and organisation by viewing our attached document
Our promise
Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.
We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.
We provide a platform of Network groups for employees to share views, tell us what we’re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-
* Gender
* Ethnicity
* LGBTQ+
* Disability
Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!
We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.
For a full breakdown of company benefits, please see the attached Benefits Digital Booklet: