We are seeking a highly analytical and customer-focused Customer Insight Analyst to join a forward-thinking Data & Insight team. This pivotal role will lead on the design and delivery of customer feedback mechanisms – from transactional to perception surveys – and transform responses into meaningful insights that drive service improvement and measurable customer satisfaction.
The successful candidate will have proven experience applying customer insight methodologies within a service-driven environment, ideally housing, social housing, or another regulated sector. You will also contribute to strategic decision-making through customer profiling, segmentation, and predictive modelling, working closely with senior leaders to foster a data-led, customer-first culture.
Key Responsibilities
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Design, deliver and manage a variety of customer surveys (satisfaction, perception, transactional).
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Ensure methodologies are statistically robust, inclusive, and aligned with organisational and regulatory requirements.
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Maintain data integrity and monitor survey performance, implementing improvements as needed.
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Analyse both quantitative and qualitative customer feedback to identify sentiment, themes, and actionable improvement areas.
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Use analytical platforms to uncover drivers of customer satisfaction/dissatisfaction.
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Develop segmentation models to inform strategy and service design.
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Present data-driven insight to senior stakeholders in a clear, impactful way.
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Facilitate workshops and collaborate cross-functionally to embed customer insight into service delivery.
Technical Skills
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Advanced analytical and data interpretation skills.
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Strong SQL experience, with the ability to query and manage large datasets.
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Experience with survey platforms (e.g., Survey Monkey, CX tools).
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Skilled in sentiment and text analytics.
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Knowledge of regulatory frameworks and performance measures within regulated sectors (housing experience advantageous).
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Experience working with external research agencies (desirable).
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Familiarity with Microsoft Azure/Fabric and Power BI (desirable).
Personal Skills
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Confident communicator, able to influence at all levels including senior leaders and boards.
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Highly organised and adaptable, able to balance multiple priorities and deadlines.
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Inquisitive, analytical, and passionate about using data to drive positive change.
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Strong commitment to inclusivity and customer-centric service design.
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A proactive self-starter, equally comfortable working independently and as part of a team