Customer Research & Insight Analyst

Salary

N/a

We’re looking for an experienced customer insight professional to work with us to drive a customer led culture through measuring what matters and surfacing opportunities to deliver customer value. You’ll play a key role in shaping and evolving Stagecoach’s Voice of Customer programme, ensuring robust customer feedback and operational data are transformed into actionable insight. You’ll design and manage customer research programmes, analyse customer and operational datasets, develop insightful reporting and visualisations, and help colleagues across the business make evidence-based decisions that improve customer experience and business performance.

You’ll have the chance to get involved in a wide range of research and insight activities; from end-to-end primary research design and dissemination of results, working with in-house and agency teams and supporting customer research programmes using appropriate quantitative and qualitative techniques where required. This is an exciting opportunity if you’re passionate about driving commercial impact by facilitating evidence-led decision making and empowering stakeholders to act.

Principal Accountabilities

• Manage and continuously improve Stagecoach’s Voice of Customer programmes, ensuring robust methodology, sampling and reporting approaches.
• Manage our ongoing customer KPIs tracking survey and outputs, maintaining alignment to strategic objectives, and building our people’s engagement and confidence in interpreting and using the results.
• Lead or support the development and delivery of customer research and insight projects as required.
• Translate stakeholder requests for new insight into project scopes and research proposals, setting out requirements, deliverables and commercial benefits, to inform commissioning and prioritisation of projects.
• Combine customer feedback, complaints, operational metrics and external benchmarks to develop a holistic understanding of customer experience performance.
• Analyse customer feedback, operational and behavioural data to identify trends, root causes and opportunities for improvement.
• Develop dashboards, reporting tools and visualisations that enable stakeholders to self-serve insight and monitor customer experience performance.
• Working with colleagues across customer, commercial, marketing and operational disciplines to help them understand and act from the results.
• Summarise and share relevant new insights from Government, Transport and Customer external bodies (e.g. Transport Focus, Institute of Customer Service) with internal teams.

Person Requirements – Qualifications, Experience & Competencies

• Proven experience in consumer and market research, or a related field, with ability to manage small to medium-sized insight projects end-to-end with minimal supervision.
• Experience of managing ongoing customer feedback or Voice of Customer programmes, including survey design, reporting and performance tracking including customer experience metrics such as NPS, CSAT, CES or equivalent customer performance measures.
• Advanced experience using tools such as Excel, Tableau, Power BI, Q Research Software or similar to analyse, visualise and communicate insight.
• Experience of using survey platforms (e.g. Qualtrics, Survey Monkey or similar) to collect new data.
• Strong analytical skills with experience of analysing large customer, operational and transactional datasets, using data to identify drivers of customer satisfaction, complaints and business performance.
• Apply best practice research methodologies, including questionnaire design, sampling approaches and statistical analysis techniques to ensure insight is robust and representative.
• Proven understanding of quantitative research methods, sampling approaches and…