Customer Insight Analyst

Pertemps Managed Solutions
09 Apr 2017
09 May 2017
Contract Type
Full Time
Our client, the UK`s largest water and wastewater services provider, is searching for a Customer Insight Analyst with experience of transformation and change programmes to join their retail and customer focussed office in Reading, Berkshire.

In this role you will deliver change driving customer journey focussed insight into the business utilising multiple sources of intelligence to tell one consistent, holistic and informative story.

This role is required to manage and deliver customer centric insight, from inception through to delivery. The successful candidate will be coordinating requirements from stakeholders, identifying improvement opportunities and program managing the delivery to those that will carry out the improvements.

Your responsibilities will include;

- Bringing together the following research streams and picking out the pertinent points in order to present the ‘so what' view:
• Continuous customer CATI research (post event)
• Continuous in the moment and real time SMS/email surveying
• Digital and Social Media tracking and analytics
• Brand NPS measurement
• Bespoke commissioned investigations

- Identify customer insight requirements and truly understand the questions being asked.
- Act as a consultant to the source of requests, offering guidance and sharing experiences
- Answer the questions being asked with change driving customer focussed insight that brings together multiple sources of intelligence to deliver an holistic view to the business
- Apply statistical techniques to ensure insight is robust.
- Identify improvement opportunities through the extensive knowledge you will develop as the customer knowledge expert within Thames Water.
- Support in-flight improvement programs where appropriate with insight guidance to sharpen the focus of initiatives towards customer centricity

A crucial part of the role involves presentation of insight in a strong and compelling way, often challenging conventional thinking: The confidence to deliver persuasively and present a reasoned, compelling argument is a must.

This exciting company are going through an intensive period of business transformation; to allow a greater focus on delivering brilliant services and providing their customers with a great experience. They are also offering extensive training and development opportunities to their employees in line with these new business objectives; to equip them with the skills to make their new venture a success, and to offer the progression opportunities in which they can utilise these.

Experience and Qualifications
- Experience working within a customer insight analyst role with demonstrable experience of delivering results
- A business analysis, analytical or mathematical based degree would be beneficial, although appropriate on the job experience would be considered
- Fully competent in translating complex data into easy to understand stories
- A continuous improvement qualification such as a Lean Six Sigma
- Proficiency in Excel and Powerpoint are a must
- A basic knowledge of coding would be beneficial
- To deliver statistical testing a sound knowledge of at least one analytical progam such as SPSS, Minitab, Matlab or Business Objects would be preferred

For further information please contact Clare Choytooa at Pertemps Managed Solutions via email, phone or Linked In, or click on the apply button to process your application immediately. We look forward to hearing from you!