At a Glance
- Tasks: Analyse customer data to generate insights that drive business decisions and improve experiences.
- Company: Motability Operations, a unique organisation focused on providing worry-free mobility solutions.
- Benefits: Hybrid working, competitive salary, and a strong focus on employee well-being.
- Other info: Join a diverse team committed to inclusivity and continuous improvement.
- Why this job: Make a real impact by understanding customer behaviour and influencing key decisions.
- Qualifications: Degree in relevant field and experience in customer insight or analytics roles.
The predicted salary is between 50000 - 55000 £ per year.
The Customer Insight Analyst plays a key role in bringing the voice of the customer into decision-making across Motability Operations. Working across the Voice of Customer (VoC) programme, you will combine data analysis and customer research to generate actionable insights that inform business decisions, improve customer experience, and support commercial outcomes.
As part of a collaborative Customer Insights & Analytics team, you will partner with Customer Experience (CX), Product, Marketing, and Data teams, as well as senior stakeholders and external agencies. Alongside the Research Manager, you will ensure insight is clear, accessible, and drives meaningful change.
- Analyse quantitative and qualitative customer data to identify trends, patterns, and opportunities
- Generate actionable, insight-led recommendations to inform decision-making and influence strategy
- Design and deliver quantitative and qualitative research to support customer experience and the VoC programme
- Translate complex analysis into clear, engaging insight and data visualisations
- Embed the customer perspective in analysis, linking insight to commercial outcomes
- Use feedback platforms to identify customer sentiment and emerging issues
- Manage third-party research and insight suppliers to ensure high-quality delivery
- Collaborate across teams to embed insight into decision-making
- Manage multiple priorities to deliver high-quality outputs
- Act as a trusted insight partner, providing expertise and constructive challenge
Key Responsibilities
- Customer Insight & Analysis
- Analyse and synthesise data to generate actionable customer insights
- Identify key drivers of customer experience, behaviour, and satisfaction
- Work with customer data sources (e.g. Qualtrics) to extract, manipulate, and analyse data
- Research & Voice of Customer
- Design and deliver customer experience research (quantitative and qualitative)
- Work across the VoC programme to interpret customer sentiment and journey insights
- Ensure outputs are robust, insight-led, and aligned to business priorities
- Insight Communication & Storytelling
- Translate data into clear, compelling, and actionable insight
- Develop engaging visualisations, reports, and presentations
- Tailor messaging to different audiences to maximise impact
- Stakeholder & Supplier Management
- Build strong stakeholder relationships to embed insight into decision-making
- Act as a trusted partner, influencing and constructively challenging
- Manage third-party suppliers to deliver high-quality research and insight
- Delivery & Continuous Improvement
- Manage multiple projects and priorities effectively
- Contribute to continuous improvement of insight and VoC capabilities
- Share best practice across teams
Qualifications
You are an experienced customer insight professional with strong analytical expertise and a passion for understanding customer behaviour. You are confident working across data and research, and able to synthesise complex information into clear, actionable insights that drive decision-making.
You combine customer focus with commercial awareness, ensuring insights deliver real business value. You are comfortable engaging and influencing stakeholders, and provide constructive challenge to improve outcomes.
You are collaborative, proactive, and highly organised, with the ability to manage multiple priorities while maintaining attention to detail. You are motivated by using data and insight to solve problems and improve customer experience.
Additional (Nice to Have)
- Experience using Qualtrics or similar research platforms
- Experience with Power BI or other data visualisation tools
Minimum criteria
- Degree (or equivalent experience) in a relevant field such as statistics, psychology, research or similar
- Proven experience in a customer insight, analytics, or research role
- Strong analytical skills, with the ability to generate actionable insights and recommendations
- Experience designing and delivering customer experience research (quantitative and qualitative), including survey design
- Ability to communicate insight through storytelling and data visualisation
- Strong stakeholder management and influencing skills, with experience engaging a range of audiences
- Experience working collaboratively across teams and embedding insight into decision-making
- Highly organised and methodical, with strong attention to detail and ability to manage multiple priorities
- Commercial awareness and ability to link insight to business outcomes
- Good understanding of research methodologies and VoC data
Benefits
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:
- We find solutions
- We drive change
- We care
We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.
We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
Customer Insight Analyst in Bristol employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Analyst in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Insight Analyst in Bristol
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
