Customer Insight Analyst
Role Overview
The Customer Insight Analyst helps Route Services make better decisions by turning data into actionable insights to improve service experience.
The role combines data analysis, visual storytelling, and stakeholder engagement to support evidence-informed decisions.
Key Skills for This Role
Full Job Posting
Role overview
The Customer Insight Analyst helps Route Services make better decisions by turning data into actionable insights to improve service experience.
The role combines data analysis, visual storytelling, and stakeholder engagement to support evidence-informed decisions.
Key responsibilities
- Engage customers and stakeholders to understand challenges, define insight requirements, and select appropriate tools and methods.
- Create surveys using MS Forms and advise on survey design and branching.
- Analyse survey, focus group, feedback, performance, quantitative, qualitative, and complex dataset information.
- Build and maintain Power BI dashboards and presentation materials to communicate actionable insights.
- Identify trends, themes, root causes, issues, and opportunities for service improvement.
- Write evidence-based reports, summaries, and recommendations, and present findings to customers and stakeholders.
- Maintain the accuracy, integrity, and professional standards of insight outputs.
Essential experience and skills
- Significant experience in data-led business research and analysis.
- Good knowledge of performance management tools, reporting, and analytics.
- Ability to review large datasets and produce basic analysis, cross-tabulations, and Power Pivots.
- Strong PowerPoint skills, including high-quality presentations for senior audiences.
- Ability to conduct thematic analysis.
- Team-oriented approach and ability to build effective working relationships.
Workplace
- Vacancy location is Milton Keynes; flexible or hybrid working arrangements are considered.
Compensation
- Band 4B salary range is £35,582–£43,400; no compensation cadence is stated.
About Network Rail
Network Rail works to keep passengers and freight moving safely and efficiently across the country.
Benefits
- Benefits include annual leave of up to 28 days plus statutory days, with an option to buy or sell days.
- Benefits include a defined benefit pension, travel discounts and loans, volunteer leave, and family leave provisions.
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