Customer Insight Analyst

Customer Insight Analyst Full time - 12 months Fixed Term Contract - Maternity Cover £32,489 - £37,904 (dependent on experience) Hybrid Southampton

Do you have a passion for understanding customers and turning customer feedback into insights that make a difference? At Ordnance Survey (OS), the Customer Insight team helps ensure everyone across the organisation understands our customers, their needs and experiences, and uses these insights to make better decisions. As OS continues to grow and develop its location data, products and services, we’re looking for an inquisitive and enthusiastic Customer Insight Analyst to strengthen our understanding of customers and partners and to inform the future development of our products, services and experiences.

You’ll join our Customer Insight team, working across a varied mix of ad hoc and ongoing research activities.

As a Customer Insight Analyst, you’ll support the delivery of our customer insight programme, providing clear, actionable insight and recommendations that help OS better understand our business, government and leisure customers, improve their experience and make evidence-based decisions. You’ll work with stakeholders across the business to understand their insight needs, support research and analysis, and build a picture of the customer engagement and insight activity taking place across OS.

You’ll play an important role in bringing different sources of customer evidence together and making insight accessible, engaging and useful to colleagues across the organisation.

• Turning customer feedback and data into actionable insight, identifying themes, trends and opportunities and translating these into recommendations for the business
• Supporting and delivering primary research, including questionnaire design, surveys, depth interviews, analysis and reporting
• Monitoring customer experience and insight measures, helping identify changes, emerging trends and opportunities for improvement
• Providing ad hoc analysis and insight to support senior leaders, colleagues and project teams with business questions and decision‑making
• Communicating insight across OS through engaging reports, dashboards, presentations, internal articles and other communications
• Building strong stakeholder relationships to understand business questions, identify insight requirements and ensure research is focused on areas where it can make a difference
• Supporting the creation and management of accurate customer contact lists, using our customer relationship management systems, with training provided where required
• Supporting the effective management of customer research preferences and opt‑outs where required

You’ll be naturally curious about customers and comfortable working with both quantitative and qualitative information. Most importantly, you’ll be able to look beyond the data to understand what it means and how it can be used to support better decisions. We’re looking for someone who has:

• An inquisitive and analytical mindset, with the ability to interpret meaning from customer feedback and data
• Experience of analysing customer data and feedback, identifying themes, trends and opportunities
• Knowledge of primary research methods, including questionnaire design, surveys, interviews and appropriate sampling approaches
• The ability to translate complex information into clear, succinct, engaging and actionable insight for different audiences
• Strong written and verbal communication skills, with the confidence to share insight and recommendations with stakeholders
• The ability to build effective working relationships and understand the insight requirements of different teams and projects
• Strong organisational skills, with the ability to manage and…