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- Tasks: Analyse data to uncover insights and improve customer experiences.
- Company: Join CalMac's Insight Team, shaping customer journeys with data.
- Benefits: 12-month contract with opportunities for skill enhancement and career growth.
- Why this job: Make a real impact on customer experience through data-driven decisions.
- Qualifications: Strong analytical skills, proficiency in Excel and Power BI, and great communication.
- Other info: Collaborative environment focused on continuous improvement and customer-centric solutions.
The predicted salary is between 30000 - 40000 £ per year.
Fixed Term 12-months Contract. Shape the future of our customer experience through data that makes a real impact. At CalMac, our Insight Team turns data into decisions that shape how thousands of customers experience our service every day. We’re looking for a Customer Insight Analyst who’s passionate about understanding people, solving problems, and using data to drive meaningful change.
In this role, you’ll help us put customers at the heart of key decisions by digging into customer feedback, operational performance and behavioural data. You’ll spot themes, surface opportunities, and provide clear recommendations that improve every touchpoint of the customer journey. In joining the insight team, you will be working within a team that applies data science and advanced analytics to drive value and improvements from data. This will be a great opportunity to enhance your current skill set and bring your own experience and fresh perspective to looking at customer and operational data.
You will:
- Analyse customer, transactional and operational data to uncover trends and insights
- Take deep dives into the customer journey, identifying pain points and opportunities for improvement
- Help create customer journey maps and support continuous improvement activity
- Manage our Customer Experience measurement platform, ensuring teams can self‑serve reliable insight
- Build dashboards, reports and visualisations that turn complex data into stories people remember
- Work closely with CX, Marketing, Operations and other teams to ensure insight leads to action
- Support research projects exploring satisfaction, trust and service perception
- Play a key role in embedding customer insight across the organisation
What you’ll bring:
- Strong analytical and problem-solving skills
- Confidence working with large and sometimes unstructured datasets
- Proficiency in Excel and Power BI
- Ability to translate complex analysis into clear, actionable insight
- Great communication and data storytelling skills
- Experience collaborating across teams
- A genuine curiosity about customer behaviour and the factors that shape it
Your work will directly influence how we improve the customer experience, design better services and measure what truly matters. You’ll help ensure that decisions across the business are grounded in evidence and built around the needs of the people we serve. If you love using insight to make things better and want to help drive a more customer‑centric future we’d love to hear from you.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as soon as possible.
Customer Insight Analyst in Gourock employer: Caledonian MacBrayne
Contact Detail:
Caledonian MacBrayne Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insight Analyst in Gourock
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We can’t stress enough how personal connections can open doors that applications alone can’t.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to know what makes CalMac tick, so dive into their values and recent projects. This will help you tailor your answers and show you’re genuinely interested.
✨Tip Number 3
Practice your data storytelling skills! You’ll need to explain complex insights clearly, so try explaining your past projects to friends or family. We believe that being able to communicate your findings effectively is key to landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team and making a difference in customer experience.
We think you need these skills to ace Customer Insight Analyst in Gourock
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Insight Analyst. Highlight your analytical skills and any experience with data storytelling, as these are key for us at CalMac.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for understanding customer behaviour. Share specific examples of how you've used data to drive meaningful change in previous roles.
Showcase Your Skills: Don’t forget to mention your proficiency in Excel and Power BI! We want to see how you can turn complex data into actionable insights, so give us some examples of your past work.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and get you on board to help shape our customer experience!
How to prepare for a job interview at Caledonian MacBrayne
✨Know Your Data
Before the interview, brush up on your analytical skills and be ready to discuss how you've used data in past roles. Be prepared to share specific examples of how you’ve turned data into actionable insights, especially in relation to customer experience.
✨Understand the Customer Journey
Familiarise yourself with the concept of customer journey mapping. Think about how you can identify pain points and opportunities for improvement. During the interview, demonstrate your understanding by discussing how you would approach analysing customer feedback and operational performance.
✨Showcase Your Communication Skills
Since this role involves translating complex data into clear stories, practice explaining your past projects in a way that’s easy to understand. Use simple language and focus on the impact of your findings on customer experience to show you can communicate effectively across teams.
✨Be Curious and Engaged
Exhibit your genuine curiosity about customer behaviour during the interview. Ask insightful questions about CalMac's current customer experience strategies and express your enthusiasm for using data to drive meaningful change. This will show that you’re not just looking for a job, but are truly interested in making a difference.