Customer Intelligence Analyst in Norwich

Closing Date: 09/02/26

Band: 3

Salary: £37,845 - £42,007

Location: Liverpool / Norwich / Newport / Birmingham

Number of roles: 1

Terms: Permanent

Hours: Full Time / Compressed

Are you ready to turn complex data into better public services? Are you a natural problem solver who can improve customer experience through intelligence? Join us at the heart of the UK’s procurement engine and help turn data into change for the public sector.

Job Summary

In this role, you will analyse quantitative and qualitative data to deliver reports to Customer Account Manager and Partnership Teams. Through your insights, you will help unlock improvements and commercial opportunities for CCS and support commercial decision-making for the public sector.

Directorate Overview

The Digital & Data Services (DDS) directorate is at the heart of CCS's digital transformation journey, responsible for delivering modern, efficient, and user-centred digital services that support over £30bn of public sector procurement annually. We're building a world-class digital capability that will revolutionise how the public sector buys common goods and services.

Team Summary

You will be a key member of the Customer Intelligence Team, a well-knit and collaborative branch within the broader Commercial Intelligence department of 16. Customer Intelligence includes the analysis of customers and their requirements to better understand future opportunities for CCS. This function provides insight and analysis to Customer Account Manager and Partnership Teams as well as support to the wider business. This includes, but is not limited to, Professional Buying Organisations (PBOs), customer, and sector analysis.

Key Accountabilities

• Reporting & Insights: Deliver high-quality, actionable reports and briefings derived from quantitative and qualitative data analysis for Category, Customer Experience Teams, senior management, and external customers.
• Research & Analysis: Conduct robust research to quickly locate, filter, and synthesise large amounts of information, translating key points into clear and concise intelligence.
• Data Competence: Perform in-depth data analysis and reporting, demonstrating competence in tools such as Microsoft Excel/Google Sheets.
• Stakeholder Engagement: Proactively engage with customers and internal teams to provide expert support and guidance on customer segments, market sectors, and competitor analysis.
• Information Management: Manage information resource providers and products, ensuring all services are leveraged effectively to deliver maximum benefit for CCS.
• Quality Assurance: Support team management activities to ensure all customer intelligence outputs maintain a consistently high level of quality.

Essential Criteria (to Be Assessed At Application Stage)

• Demonstrable experience of strong research skills.
• An effective organiser, able to work to tight timescales and to prioritise workloads.
• Strong analytical skills and the ability to manipulate data and present information professionally in a variety of formats.
• A solid understanding of company accounts, including some experience of financial analysis.
• Strong oral and written communication skills with the ability to communicate at a variety of levels, including presentation skills.
• Strong IT skills in a Google and Microsoft Windows environment.
• Supports the development of junior team members.

Desirable Criteria

• Knowledge or experience of PowerBI or other data modelling tools.

Success Profiles

To be assessed at interview: You will be assessed against the following behaviours: Managing a Quality Service, Working Together.

Skills

You will be assessed against the following Technical skills (some of the below technical skills will be tested during the interview through a test): Research skills, Data Analysis (assessed via test and also questions during the interview), Excel Skills (assessed via test during the interview).

What we will offer you

• Competitive salary
• Generous pension scheme
• A discretionary non-contractual performance related bonus
• Working remotely in addition to working in advertised office location
• Flexi time scheme (available for B1-B6)
• Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays

Explore fully how we will reward your work. Want to make a difference? Find out more about the rewarding work that we do in our candidate pack.

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

We want to make our recruitment process accessible to everyone, so if there is any way that we can support you, please contact recruitment@crowncommercial.gov.uk.

Working flexibly, delivering outcomes

CCS is a flexible business with a smarter working model where our colleagues benefit from a mix of home and office working. Successful candidates are expected to work from one of the office locations listed. Our current office attendance approach requires a minimum of 26 days per quarter in CCS office locations or off site meetings with suppliers, customers, partners, networking / industry events. This is pro rata for those who work part time. Our smarter working principles mean that our people have the advantage of both office and offsite based collaboration and learning, as well as working from home. This way of working allows us to honour our commitment to being a responsible business, offer flexibility and better work life balance as well as ensuring we deliver our business with confidence and in accordance with our CCS values.

Selection Process

Candidates who are successful at sift will be contacted as soon as possible following the closing date and advised of the interview process in more detail. The sift will commence on WC 9th February and interviews times and dates to be confirmed. (Subject to change)

Please note: Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.

A reserve list may be held for up to 12 months, which the Civil Service may use to fill future suitably similar vacancies across government for candidates who are considered appointable following interview. Should you be placed on a reserve list and want to be removed please contact recruitment@crowncommercial.gov.uk.

Complaints procedure

Our recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commissioners’ Recruitment Principles.

If you feel your application has not been treated in accordance with the Recruitment Principles, you should contact recruitment@crowncommercial.gov.uk in the first instance. If you remain unsatisfied with the response you can then contact the Civil Service Commission at info@csc.gov.uk.

Internal candidates should apply using their Workday account. Please use the careers hub for your application.