Customer Insight Analyst

Customer Insight Analyst

Salary: £42,000

Our client, a leading mutual housing society with over 12,000 homes, is seeking a Customer Insight Analyst to join their Analytics and Insights team.

This role offers excellent flexibility with hybrid working (4-6 days per month in their Rochdale office) and the opportunity to work directly alongside senior leadership in a collaborative environment.

This position sits within a growing Analytics and Insights team of four, focusing on the technical side of customer data analysis including statistical modelling, machine learning models, and data visualisation tools such as Power BI. You will manage extensive survey programmes, including over 1,000 customer surveys annually and transactional surveys, ensuring compliance with Tenant Satisfaction Measures (TSM) regulatory requirements.

The role centres on analysing customer data and delivering insights back to the business through compelling presentations and visual storytelling. You will create customer segments to better understand tenant needs, with the ultimate goal of making tenants' lives easier through data-driven service improvements.

Key Responsibilities:

• Design and manage comprehensive customer survey programmes, ensuring statistical robustness and regulatory compliance with TSM requirements
• Process and analyse large datasets using statistical modelling techniques and machine learning approaches to uncover meaningful customer insights
• Translate complex data into clear, actionable insights for business stakeholders
• Create compelling presentations and visual reports, demonstrating strong storytelling abilities to communicate findings to senior leadership and operational teams
• Develop and maintain customer segmentation models, enabling the business to better understand different tenant groups and tailor services accordingly
• Work closely with the Analytics and Insights team to contribute to strategic decision-making through predictive modelling and trend analysis

Essential Requirements:

• Translate data and present findings with strong storytelling abilities, capable of simplifying complex analysis into actionable business insights
• Demonstrate strong presentation skills and create compelling visual narratives from data
• Experience with statistical modelling, machine learning techniques, and data visualisation tools such as Power BI
• Comfortable managing large-scale survey programmes and working with both quantitative and qualitative customer feedback data
• Strong communication skills to engage with stakeholders at all levels, including senior management

Desirable Requirements:

• Housing sector experience is beneficial, though candidates from retail, banking, or other customer-focused sectors with good crossover in customer insight methodologies are welcomed
• Previous experience in property development or related fields would be advantageous
• Experience with survey platforms, SQL, and advanced analytics tools would strengthen your application

Location: Rochdale (hybrid working - 4-6 days per month in office)

Hours: 36.25 hrs per week

James Andrews is acting as an employment agency and business in relation to this role.

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