Customer Insight Analyst

Permanent - Full Time (36.25 hours per week) Here at Rochdale Boroughwide Housing (RBH), we are seeking a Customer Insight Analyst to join us and take the lead on the design, implementation and analysis of customer feedback mechanisms to improve customer satisfaction and service delivery. Managing transactional and perception surveys, analysing sentiment and trends in customer feedback and providing actionable insights to senior management, you will undertake customer profiling, segmentation and propensity modelling to enhance service improvements and inform strategic decision-making.

Key Areas of Work:

• Design, manage and implement customer insight surveys, ensuring they are robust and aligned with regulatory and business objectives.
• Monitor response rates and data quality, implementing improvements where necessary.
• Analyse customer feedback using qualitative and quantitative methods to identify sentiment, key themes, and emerging issues.
• Use statistical tools and data analytics software to identify patterns and trends in customer experience.
• Develop customer persona models based on demographics, needs and preferences.

Who are we looking for?

• Hold GCSEs in Maths and English.
• Hold a Market Research, Statistics, Social Research, or similar field qualification (desirable).
• Experience of running customer satisfaction programmes and using online research platforms (CX Feedback, Survey Monkey).
• Experience of conducting text and sentiment analysis.
• Highly numerate with experience of data manipulation and use of relevant analytical tools (advanced Excel, ideally PowerBI).
• Ability to translate complex data and insight into relevant and meaningful reports and presentations.
• Knowledge of housing regulations and customer satisfaction.
• With a background in Customer Insight and Customer Experience and strong SQL skills, you will be an effective communicator with strong organisation and planning skills.
• A self-starter, someone with a curious mind keen to dig into data and connect the dots to paint the full picture, you will be comfortable dealing professionally with challenging and complex situations whilst maintaining a customer focused service.

What’s in it for you?

As an RBH employee, you will receive a range of fantastic benefits, including:

• SMART working arrangements.
• Holiday entitlement – 30 days holiday plus all UK bank holidays, with an additional 5 days after completion of five years’ service. Part time employees will receive a pro rata entitlement.
• Ability to purchase up to an additional 5 days leave per year.
• A quality defined contribution pension scheme, with salary exchange and RBH matches your contributions up to 8%.
• Plus, many more!

Please refer to the attached Job Description upon completing your application. We shortlist and interview for our roles throughout the duration of the advert. Therefore, we would encourage you to submit your application as soon as possible to avoid disappointment. We reserve the right to close any of our adverts prior to the stated closing date should we have a high volume of appropriate candidates. Prior to applying for a role with us or attending an interview, you can request a call with the people team. We will then work with you to create an interview/application environment that works for you. Whether that’s needing the physical environment of the interview to be a specific way i.e., the room set up a certain way, or the method of interview itself i.e., teams, face to face or written questions. We want to make our recruitment process a positive experience for all.