We are seeking a highly analytical and customer-focused Customer Insight Analyst to join a forward-thinking Data & Insight team. This pivotal role will lead on the design and delivery of customer feedback mechanisms - from transactional to perception surveys - and transform responses into meaningful insights that drive service improvement and measurable customer satisfaction.

The successful candidate will have proven experience applying customer insight methodologies within a service-driven environment, ideally housing, social housing, or another regulated sector. You will also contribute to strategic decision-making through customer profiling, segmentation, and predictive modelling, working closely with senior leaders to foster a data-led, customer-first culture.

Key Responsibilities

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Design, deliver and manage a variety of customer surveys (satisfaction, perception, transactional).

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Ensure methodologies are statistically robust, inclusive, and aligned with organisational and regulatory requirements.

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Maintain data integrity and monitor survey performance, implementing improvements as needed.

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Analyse both quantitative and qualitative customer feedback to identify sentiment, themes, and actionable improvement areas.

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Use analytical platforms to uncover drivers of customer satisfaction/dissatisfaction.

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Develop segmentation models to inform strategy and service design.

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Present data-driven insight to senior stakeholders in a clear, impactful way.

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Facilitate workshops and collaborate cross-functionally to embed customer insight into service delivery.

Technical Skills

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Advanced analytical and data interpretation skills.

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Strong SQL experience, with the ability to query and manage large datasets.

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Experience with survey platforms (e.g., Survey Monkey, CX tools).

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Skilled in sentiment and text analytics.

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Knowledge of regulatory frameworks and performance measures within regulated sectors (housing experience advantageous).

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Experience working with external research agencies (desirable).

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Familiarity with Microsoft Azure/Fabric and Power BI (desirable).

Personal Skills

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Confident communicator, able to influence at all levels including senior leaders and boards.

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Highly organised and adaptable, able to balance multiple priorities and deadlines.

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Inquisitive, analytical, and passionate about using data to drive positive change.

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Strong commitment to inclusivity and customer-centric service design.

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A proactive self-starter, equally comfortable working independently and as part of a team