CX Data and Insight Analyst

CX Data & Insight Analyst

Location: Egham (Hybrid - 3 days in the office per week)

Salary: up to £40,000

About the Role

Our client is seeking a CX Data & Insight Analyst to play a pivotal role in shaping how customer experiences are understood and improved. This role is perfect for someone who loves working with data, has a curious mindset, and is passionate about uncovering insights that drive meaningful change.

As part of the Customer Experience team, you'll leverage analytics, machine learning, and AI-driven tools to identify trends, behaviours, and opportunities across the customer journey. You'll transform complex data into compelling insights that inform strategic decision-making and improve customer satisfaction and conversion.

Key Responsibilities

• Design and maintain analytical models, dashboards, and visualisations using tools such as Python, R, Tableau, or Power BI.
• Apply machine learning and natural language processing techniques to both structured and unstructured data sources.
• Monitor key CX metrics (NPS, CSAT, conversion rates) to identify emerging trends, opportunities, and risks.
• Conduct exploratory analysis to uncover customer pain points and behavioural patterns.
• Translate data into actionable insights that influence decisions across Finance, Operations, Sales, and Marketing.
• Support the testing, piloting, and scaling of AI-driven tools like sentiment analysis, predictive models, and smart feedback systems.
• Make insights accessible to non-technical stakeholders through clear storytelling and impactful data visualisations.
• Champion best practices in customer insights and contribute to the ongoing development of the global Voice of Customer programme.

About You

We're looking for someone who brings:

• A degree (2:1 or above) in a quantitative field such as Statistics, Mathematics, Data Science, or similar.
• Strong analytical and problem-solving skills with a keen eye for detail.
• The ability to communicate insights clearly and persuasively to non-technical audiences.
• Experience with data tools such as Python, R, Tableau, or Power BI.
• Interest or experience in customer experience and Voice of Customer (VoC) insights.

Bonus skills (not required):

• Experience with predictive modelling, NLP, or large language models.
• Exposure to customer journey mapping.
• Knowledge of additional languages (French, Spanish, or German).

What's on Offer

• Opportunities to work across multiple European locations.
• Flexible working arrangements and job share opportunities.
• A chance to work with cutting-edge AI and analytics tools.
• A collaborative and supportive environment where your insights directly impact customer experience.