Contract Type
Regular
About Autoglass And Laddaw
We're a recognised superbrand and we know where we're going. We're a business with direction and purpose and regardless of your role here, it's about us all making a difference with real care. We never stand still. We're relentless, innovative and ambitious, always looking to go further and improve, which creates a world where we need genuine and driven people to help us get there.
Making a Difference Together.
As a truly people focused business, we believe in promoting opportunities for all, welcoming people who share our passion for enabling exceptional customer experience. We'll support you with fantastic tools and training in an atmosphere that encourages idea contribution and collaboration working with warm, friendly and real people. If this sounds like somewhere you'll thrive, keep reading.
--
Job Title:
Customer Experience (CX) Insight Analyst
People Leader:
Customer Experience (CX) Insight Manager
Business Area:
Insights and Planning
Salary:
Up to £45,000 DOE + up to 20% annual company performance related bonus, Private Medical, 25 days annual leave + bank holidays, competitive pension
Location:
Bedford / Hybrid
About Us
Belron UK Ltd (Autoglass and Laddaw) is part of the global Belron group, the world leader in vehicle glass repair and replacement. Our purpose:
Making a memorable difference with care.
The Role
We're looking for a
CX Insight Analyst
to turn customer feedback into actionable insights that improve satisfaction and conversion. You'll play a key role in our
Voice of the Customer (VOC) programme
, using advanced analytics and AI tools to uncover trends and root causes across the customer journey.
Key Responsibilities
* Manage and optimise our VOC platform (Qualtrics) to capture and analyse feedback.
* Deliver clear, actionable insights through dashboards and reports.
* Monitor CX metrics (NPS, CSAT, conversion) and identify trends.
* Support development of text and sentiment analysis models.
* Collaborate across teams to embed insights into decision-making.
What We're Looking For
* Essential: proven experience with Qualtrics
* Strong analytical skills and experience with text/sentiment analysis.
* Skilled in data visualisation (Power BI/Tableau) and SQL/Snowflake.
* Ability to communicate insights clearly to non-technical stakeholders.
Measure of Success
* Trusted relationships built with key stakeholders enabling collaboration and influence
* Insight and analysis consistently delivered to agreed timescales and aligned to business priorities
* High confidence in data quality, accuracy, and use of a single version of the truth
* Clear evidence of insight driving improvements to customer satisfaction or conversion
* Demonstrated value-add through insight influencing decisions, actions, or measurable business results
* Improvement of Customer KPIs against targets through informed decision-making and influencing
Who are my key stakeholders?
* Senior Leadership Team
* Reporting & Analytics Team
* Leadership across Customer, People and Operations, Sales and Marketing and Finance
* Customer Journey team
* Customer Experience Team at Belron International
Living Our Values
Our Values are our DNA and underpin everything we do by shaping how we interact with our people, our partners, and our customers.
--
Accessibility:
We make every effort to make our web presence accessible to all. Upon request and consistent with applicable laws, we'll provide reasonable accommodations to individuals who need assistance in the application/hiring process. For assistance, contact us