Job Description
Fixed Term 12-months Contract
Shape the future of our customer experience through data that makes a real impact.
At CalMac, our Insight Team turns data into decisions that shape how thousands of customers experience our service every day. We’re looking for a Customer Insight Analyst who’s passionate about understanding people, solving problems, and using data to drive meaningful change.
In this role, you’ll help us put customers at the heart of key decisions by digging into customer feedback, operational performance and behavioural data. You’ll spot themes, surface opportunities, and provide clear recommendations that improve every touchpoint of the customer journey.
In joining the insight team, you will be working within a team that applies data science and advanced analytics to drive value and improvements from data. This will be a great opportunity to enhance your current skill set and bring your own experience and fresh perspective to looking at customer and operational data.
You will:
* Analyse customer, transactional and operational data to uncover trends and insights
* Take deep dives into the customer journey, identifying pain points and opportunities for improvement
* Help create customer journey maps and support continuous improvement activity
* Manage our Customer Experience measurement platform, ensuring teams can self‑serve reliable insight
* Build dashboards, reports and visualisations that turn complex data into stories people remember
* Work closely with CX, Marketing, Operations and other teams to ensure insight leads to action
* Support research projects exploring satisfaction, trust and service perception
* Play a key role in embedding customer insight across the organisation
What you’ll bring:
* Strong analytical and problem-solving skills
* Confidence working with large and sometimes unstructured datasets
* Proficiency in Excel and Power BI
* Ability to translate complex analysis into clear, actionable insight
* Great communication and data storytelling skills
* Experience collaborating across teams
* A genuine curiosity about customer behaviour and the factors that shape it
Your work will directly influence how we improve the customer experience, design better services and measure what truly matters. You’ll help ensure that decisions across the business are grounded in evidence and built around the needs of the people we serve.
If you love using insight to make things better and want to help drive a more customer‑centric future we’d love to hear from you.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as soon as possible.