customer insight analyst

A fantastic new opportunity has arisen for a dynamic and experienced Customer Insight Analyst to join our Data & Performance team in Birkenhead.

You will support our drive to deliver increasingly excellent services for our customers and the wider community we serve.

Role: Permanent

Hours: 37 hours per week

Salary: £35,847

This role is eligible for hybrid working; however, the post holder will need to be able to attend meetings at our head office in Birkenhead in addition to attendance at conferences or other business meetings.

Closing date: Sunday 5th February

Interview date(s): Monday 20th February

Customer Insight Analyst Responsibilities:

The primary responsibilities of this role will be to use analytics, research and data visualisation to help drive business decisions which deliver improvements in the services that we offer to the existing and future customers of Magenta Living.

• Develop and deliver a programme of activity which produces accurate and meaningful Customer Insight to inform business decisions.
• Generate insights and recommend actions that help ensure service delivery is customer-focussed.
• Ownership of regular and ad-hoc which provide insight into customer interaction with all Magenta Living services
• Support the development and implementation of statistically-valid customer feedback mechanisms including customer surveys, complaints analysis and any/all other channels to meet the insight needs of Magenta Living by analysing customer demographics, satisfaction and behaviour across all areas of service.
• Take data from all sources available including, but not limited to, CRM data, surveys, web analytics, and third-party socio-economic data (eg Experian Mosaic) to provide concise and relevant information to key internal and external stakeholders
• Ensure that Magenta Living complies with any and all regulatory standards relating to the collection of Tenant Satisfaction Measures (TSMs).
• To research external sources of information to support/quantify/benchmark in-house and peer group data as required.
• Improve the efficiency of existing reporting methods using data visualisation and advanced techniques
• Advise on Magenta Living’s approach to Customer Insight by maintaining a good awareness of sector good practice and regulatory requirements.
• Engage with key stakeholders, fostering a culture of continuous improvement and transformational change.
• Maintain and improve the effectiveness and efficiency of existing reporting methods using data visualisation and advanced techniques such as SQL, Microsoft Excel and the provision of PowerBI dashboards.
• Provide detailed and concise Customer Insight data for inclusion within insight reports and regular manager/team/board reports as required.
• Produce and present as required accurate, reliable statistical and written reports in relation to performance and customer insight.
• Undertake additional duties appropriate to the role and/or grade
• Work as part of the Data and Performance Team to provide an oversight of the performance of Magenta Living against a wide range of Key Performance Indicators and Objectives and Key Results.

Customer Insight Analyst Requirements:

• 3+ years experience of experience in analytics/data science with customer analytics an advantage
• A degree in business analytics, statistics, economics, social sciences or related fields
• Experience in using advanced Microsoft applications, SQL, Reporting Services or PowerBI and excellent overall IT systems capability.
• Outstanding analytical skills
• Strong presentation skills and experience in generating and sharing meaningful customer insights to multiple stakeholders (up to director level) to drive business decisions
• Experience of using data visualisation software
• Excellent problem-solving abilities, able to make sense of a complex IT environment, interpret data and communicate findings effectively to a variety of audiences
• Strong communication skills and demonstrable experience of building effective working relationships with key stakeholders, you’ll be confident working with all levels of staff across the business.
• Confident to push your own ideas and challenge current ways of working
• Understanding of the role of a Registered Provider of Social Housing

About Us:

Our Values: Adaptability, Accountability, Ambition

Our Equality, Diversity and Inclusion Commitment Statement

Magenta Living are committed to creating a diverse and inclusive workforce and are proud to be an equal opportunities employer. Applications from all suitably qualified individuals are encouraged regardless of age, disability, gender, gender identity, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. We offer a range of family friendly policies and flexible working arrangements to support employees from different backgrounds.

If you think you are suitable for the role, please apply now!