Customer Insights Analyst

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 * Design, deliver and manage a variety of customer surveys (satisfaction, perception, transactional). * Ensure methodologies are statistically robust, inclusive, and aligned with organisational and regulatory requirements. * Maintain data integrity and monitor survey performance, implementing improvements as needed. * Analyse both quantitative and qualitative customer feedback to identify sentiment, themes, and actionable improvement areas. * Use analytical platforms to uncover drivers of customer satisfaction/dissatisfaction. * Develop segmentation models to inform strategy and service design. * Present data-driven insight to senior stakeholders in a clear, impactful way. * Facilitate workshops and collaborate cross-functionally to embed customer insight into service delivery. Technical Skills * Advanced analytical and data interpretation skills. * Strong SQL experience, with the ability to query and manage large datasets. * Experience with survey platforms (e.g., Survey Monkey, CX tools). * Skilled in sentiment and text analytics. * Knowledge of regulatory frameworks and performance measures within regulated sectors (housing experience advantageous). * Experience working with external research agencies (desirable). * Familiarity with Microsoft Azure/Fabric and Power BI (desirable). Personal Skills * Confident communicator, able to influence at all levels including senior leaders and boards. * Highly organised and adaptable, able to balance multiple priorities and deadlines. * Inquisitive, analytical, and passionate about using data to drive positive change. * Strong commitment to inclusivity and customer-centric service design. * A proactive self-starter, equally comfortable working independently and as part of a team

Location: Rochdale, Greater Manchester, GB

Posted Date: 9/9/2025