Customer Insight Analyst/Manager

Overview

In this role you will transform customer, product and operational data into actionable insights to improve understanding, engagement and business performance. You will bridge qualitative research with quantitative data, supporting a more connected view of customer needs and outcomes. You’ll build AI-ready analytics capabilities while strengthening reporting, dashboards and evidence-based decisions. You’ll collaborate across teams to shape data-driven product and customer strategies in a cloud-enabled environment.

Pay / Benefits

• Generous holiday allowance
• Private medical benefits
• Life Assurance
• Pension scheme
• Share option scheme
• Travel Season ticket loan

Responsibilities

• Analyse customer, product, commercial and operational data to uncover trends, risks and opportunities and provide insights on engagement and retention
• Perform ad hoc analyses to support strategic initiatives and leadership decisions, integrating quantitative data with customer research
• Extract, clean and analyse data using SQL, Python and Excel to support reporting and dashboards
• Track key metrics (NPS, engagement, retention, adoption, usage) ensuring data quality and reliability for decision-making
• Automate recurring analyses and reporting with Python; support predictive analytics and AI-ready proof-of-concept work
• Create Power BI dashboards and visualisations that communicate performance to technical and non-technical audiences
• Translate business questions into analytical solutions with cross-functional partners; promote evidence-based decisions
• Collaborate with Customer Insights, Product, Commercial, Technology and Data teams to unify the customer view

Key requirements

• Exceptional analytical and problem-solving skills with complex datasets
• Proficiency in Python for data analysis, modelling, automation and statistics
• Experience with SQL for data manipulation and analysis
• Power BI for data visualisation and storytelling
• Microsoft Excel for data analysis and reporting
• Clear communication of analytical findings to stakeholders
• High attention to data quality and interpretation integrity

• Curiosity and critical questioning
• Willingness to learn new tools and techniques
• Evidence-based thinking and objective interpretation of data
• Python for data analysis, modelling and automation
• SQL querying and data manipulation
• Power BI dashboard development

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