Customer Insight Analyst

Who We Are About Network Rail... Join Network Rail - Where People and Connections Matter Some Of Our Great Benefits

• We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments
• Flexible/hybrid working arrangements considered
• Generous annual leave up to 28 days plus statutory days (role dependant), with the option to buy/sell days
• Discounts at selected stations with your Network Rail pass
• Defined benefit pension scheme
• 75% off leisure train tickets for you and your dependents (subject to T&Cs)
• Interest-free travel loan for train and car park season tickets
• Volunteer leave to make a positive impact Plus more... Vacancy Details Duration: Permanent Location: Milton Keynes Band & Salary: Band 4B £35,582 - £43,400 About The Role What does the average day look like? A Customer Insight Analyst helps Route Services make better decisions by turning data into actionable insights to deliver an improved service experience. A Typical Day May Include
• Meeting with customers & stakeholders to understand their requirements, gathering context about their service and defining appropriate questions they need answering in line with best practice
• Creating surveys to meet customer requirements using MS Forms
• Gathering and analysing data from surveys, focus groups, existing feedback mechanisms & performance measures
• Designing, creating & maintaining Power BI dashboards & Powerpoint that are digestible & bring data to life
• Identifying trends, themes & opportunities by interrogating various types of data & feedback
• Producing insight reports & recommendations that explain what is happening, along with why it might be happening & what action should be taken next
• Providing an analytics service using varied & large datasets, identifying themes, issues, root causes & opportunities for improvement by producing reports & dashboards
• Presenting findings to customers & stakeholders, helping them to use data-led evidence to improve their services & customer experience Ultimately, the role combines data analysis, visual storytelling & stakeholder engagement to enable customers to make decision informed by meaningful insight. Key Accountabilities
• Building relationships with customers & stakeholders to understand their challenges, define insight requirements & shape the appropriate approach including tools & methodologies.
• Analysing customer insight & complex data sets to develop understanding of service experience
• Designing, creating & maintaining engaging dashboards & presentation materials using tools such as Power BI & Powerpoint to transform data into actionable insights
• Analysing quantitative & qualitative data to identify themes, issues, root causes & opportunities for improvement
• Translating analysis into insight, writing evidence-based summaries & recommendations that support decision making
• Presenting these findings to customers using strong story-telling skills to enable them to act.
• Ensuring the quality, accuracy, integrity & professionalism of insight outputs & reporting products by maintaining the defined standards & best practice.
• Providing guidance & expertise on survey design & branching in MS Forms Your Experience And Skills Meet the essential criteria/ Apply today to join our team! Essential
• Significant experience undertaking data led business research and analysis
• A good knowledge of performance management tools, reporting and analytics
• Proven ability to review large data sets and produce basis analysis, cross tabulations, power pivots etc. based on that analysis
• Strong PowerPoint skills, with experience of producing high-quality presentations used effectively with a senior audience
• The ability to conduct thematic analysis
• Team player able to build good day to day working relationships
• Excellent written and verbal skills
• Resilient and calm under pressure
• Time management/prioritisation/organisation skills Desirable
• Proven experience & skillset of using Power BI
• Presentation skills to senior audiences
• Understanding, knowledge & experience of customer & service experience
• Continuous improvement mindset of identifying opportunities to improve
• Strong attention to detail maintaining high standards of quality, accuracy & integrity
• Experience in MS Forms with writing surveys and adding branching Additional Information... Contact: mark.powell4@networkrail.co.uk If you have any reasonable adjustments Interviews will be Week Commencing 20th October Interview Process Candidates will complete a 90-minute on-the-day assessment designed to evaluate analytical skills. A dataset, supporting context and a set of questions will be provided. Candidates will be required to analyse the information, develop their findings and deliver a presentation outlining their approach, methodology and recommendations during the final 15 minutes of the assessment.