Customer Insight Analyst

Job Title: Customer Insight Analyst – £40k + Bonus – West Midlands / Hybrid (max 2 days in office)

We’re hiring a Customer Insight Analyst to join a fast-paced, insight-led business where the customer sits at the heart of every decision. This role sits within a central insight and operational excellence team, focused on using data to drive improvements across the full customer journey from feedback to action.

It’s a great opportunity for someone who enjoys turning data into meaning, collaborating across teams, and seeing their insights translate directly into positive customer outcomes.

Key Responsibilities:

• Analyse customer feedback from surveys, complaints and online reviews to uncover clear, actionable insight

• Use platforms like Reputation and other analytics tools to identify trends and performance hotspots

• Build and maintain dashboards and reporting tools to track customer sentiment over time

• Provide insight support to wider business initiatives, translating data into clear recommendations

• Work cross-functionally with digital, marketing and operations teams to embed insight into decision-making

• Support stakeholders with self-serve dashboards and reporting frameworks

• Maintain competitor and market benchmarking intelligence

What We’re Looking For:

• Experience in a data, insight or customer experience analysis role

• Proficiency in Excel (Power BI a plus)

• Strong ability to interpret complex data and communicate insights clearly to non-technical audiences

• Confident building dashboards, reports and presentations that bring data to life

• Highly organised, collaborative and passionate about using data to improve customer experience

The Offer:

• £40,000 base salary

• Group bonus scheme

• Agile hybrid working with max 2 days in the office per week

• A role with real impact, shaping how insight informs business improvement

If you\’re looking for a customer-focused insight role where your work really makes a difference, we’d love to hear from you.