Customer Analyst - musicMagpie

Overview

At music

Magpie, our Customer team is right at the heart of understanding how our customers feel, why they contact us, and how we can make their experience even better. From analysing customer interactions to uncovering insights that can shape product and process improvements, this is a role that helps us reduce contact, boost satisfaction, and deliver brilliant experiences every time.

As our Customer Analyst, you'll work closely with the wider Customer Experience team and report into our Customer Experience Manager. You'll turn data into meaningful stories, help us identify root causes, and support the business in making impactful, customer‑centric decisions. We’re a fast‑moving business, and you’ll play a key role in helping us constantly improve how things work, always keeping the customer at the centre.

• Evaluating customer interactions to identify contact drivers, themes, sentiment and opportunities for improvement.
• Analysing customer feedback and translating it into clear, concise reports that highlight trends, pain points and recommended actions.
• Raising internal investigations where processes need tightening to ensure customers experience a smooth, hassle‑free journey.
• Helping to grow automation capabilities to reduce wait times and improve customer satisfaction.
• Maintaining accurate documentation for workflows, system configurations and change requests to support internal teams.
• Presenting insights and opportunities to stakeholders to help shape strategic priorities and continuous improvement.

• Experience in customer insights, data analysis or a similar role.
• Strong analytical, curious mindset and ability to interpret customer behaviour.
• Excellent written and verbal communication skills – able to turn complex data into simple, meaningful insight.
• Strong attention to detail and ability to juggle multiple tasks without dropping the ball.
• A proactive, questioning approach and passion for identifying opportunities to improve processes and customer journeys.

• 33 days holiday (inclusive of Bank Holidays)
• Holiday purchase scheme on top of statutory allowance
• Salary sacrifice pension scheme
• Share save scheme
• Discounts across the music
  
  Magpie product range
• 2 days paid leave for volunteering at a charity of your choice
• Employee Assistance Helpline (EAP) & access to mental health first aiders and other wellbeing resources

music

Magpie is an equal‑opportunity employer. We welcome people from all backgrounds, and we’re committed to creating a welcoming inclusive culture. We support candidates with disabilities and are committed to providing reasonable adjustments throughout the recruitment process. All applicants are considered on the basis of qualifications and experience, not on any protected characteristic.