Overview
At NHS Property Services, our people are at the heart of everything we do. We're committed to creating a workplace where colleagues feel valued, supported and empowered to make a meaningful impact. As part of our mission to Get, Grow and Keep Great People, we strengthen how we deliver safe, sustainable and customer‑focused services across our estate.
About the Role
We now have a fantastic opportunity for a Customer Insight Analyst to join our team. This role is ideal for someone who is passionate about understanding customer needs, confident working with data, and motivated by turning insight into meaningful action that drives organisational improvement.
Overview
As a Customer Insight Analyst, you will lead research and insight programmes that help shape how NHS Property Services delivers for its customers. Using a blend of qualitative and quantitative methods, you'll gather feedback, analyse trends, and translate findings into clear, actionable recommendations that support strategic decision‑making. You will work closely with colleagues across Product, Marketing, Delivery, Customer and Data teams to ensure insights are embedded into our services, processes and performance frameworks. You will also play a key role in improving data quality, strengthening governance, and supporting the development of our annual customer insights report. This is a highly collaborative role where your work will directly influence how we improve customer experience across the organisation.
Who You Are
You're a curious, analytical and customer‑focused professional with experience in a mix of research methods and insight generation. You're confident engaging with senior stakeholders, conducting interviews, and interpreting complex information. You bring strong communication skills, a proactive mindset and a passion for turning data into meaningful action. Above all, you care about improving customer experience and helping teams make informed, evidence‑based decisions.
Key Responsibilities
* Lead customer research programmes, including email surveys and interviews, ensuring insights are accurate, actionable and continuously improved.
* Conduct qualitative interviews with senior healthcare property stakeholders, applying strong sector knowledge.
* Partner with internal teams on customer and organisational research initiatives.
* Collaborate with Product, Marketing, Delivery and Customer teams to translate insights into action and contribute to the annual customer insights report.
* Work with CRM and Power BI teams to enhance reporting processes, define roadmaps and support solution design.
* Improve business process efficiency and proactively implement smarter ways of working.
* Act as a data steward, ensuring good governance, data integrity and effective performance goal setting.
* Analyse structured and unstructured data to identify improvement opportunities and provide evidence‑based recommendations.
* Serve as a link between colleagues and customers, ensuring aligned feedback touchpoints and a consistent customer experience.
* Handle routine tasks and social interactions within a work environment and absorb policy and guidance necessary for the role.
Where You’ll Be
This is a 24‑month fixed‑term contract offering flexible working. The salary starts from £38,000 per annum.
Benefits
* 27 days annual leave + 8 days bank holiday with the option of buying additional weeks' leave.
* A Smarter Working Policy, empowering you to choose the location of how and where you work according to your daily activities.
* Training and development opportunities through our Professional Excellence Framework.
* SMART Pension contribution with company contributions up to 6%.
* A range of flexible benefits, including NHS retail discounts and Cycle to Work Scheme.
* Colleague Assistance Programme and support for all areas of life.
An organisation with a purpose
We are committed to giving back and supporting the community. We aim to create a sustainable working environment and to become net zero carbon by 2050. We are dedicated to an inclusive workplace and welcome applications from disabled people, with reasonable adjustments available throughout the recruitment process and in the workplace.
We celebrate diversity and strive to create an inclusive environment where people love to work and can fulfil their potential.
We encourage all applicants to apply as soon as possible as vacancies may close early if there is high demand.
Check out Life at NHSPS on our LinkedIn page.
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