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- Tasks: Analyse customer data to identify trends and improve experiences.
- Company: Join Hays Travel, the UK's largest independent travel agency with over 40 years of experience.
- Benefits: Enjoy team nights out, educational trips, and discounts on your own holidays.
- Why this job: Be part of a supportive culture that values innovation and teamwork while making a real impact.
- Qualifications: Experience in data analysis and strong Excel skills are essential; travel sector experience is a plus.
- Other info: Opportunity for personal and professional growth with comprehensive training programmes.
The predicted salary is between 28800 - 43200 £ per year.
The Customer Team at Hays Travel’s Head Office in Sunderland is key to delivering outstanding service and support to our customers and colleagues. This team plays a vital role in ensuring that every customer interaction is positive and aligned with our SMILE values.
The Customer Insights Analyst role will report directly to the General Manager of Customer & Agent Operations and work closely with the Head of Franchise & Customer Services. The role is designed to strengthen our data-driven decision-making and enhance the customer experience through actionable insights and continuous improvement.
Role Summary
We are looking for a detail-oriented and analytical individual to join our Customer Team as a Customer Insights Analyst. This role will support in gathering, analysing, and interpreting customer and operational data that will be used to identify trends, opportunities, and areas for improvement. The successful candidate will work with the wider customer team to support delivery of our customer strategy.
Main Responsibilities
- Analyse customer complaint data, service performance data from Trustpilot and Text Survey.
- Develop and maintain dashboards and reports that will be used to support decision making
- Prepare PowerPoint presentations that will be used by management to communicate the data in a meaningful way to our Board, Sales Divisions and Commercial teams
- Provide ad hoc reporting as and when required
Skills & Experience
- Experience in data analysis, customer insights, or operations support role.
- Strong analytical and problem-solving skills with a keen eye for detail.
- At least intermediate proficiency in Microsoft Excel (e.g., pivot tables, VLOOKUP/XLOOKUP, charts, formulas).
- Able to present data clearly using charts, graphs and tables on Powerpoint
- Excellent communication skills, with the ability to present data clearly.
- Ability to work collaboratively across departments and manage multiple priorities.
- Experience in the travel, retail, or customer service sector is advantageous
General
- To undertake any other duties that may fall into the job criteria
- To conform with all company policies and procedures including Health and Safety NB – this job description is not intended as an exhaustive list of all duties and responsibilities of the post
About Us
As the UK’s largest independent travel agency, Hays Travel specialise in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years and continue to grow each year.
Our values
Our SMILE values are embedded into our Company and ensures our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.
- Supportive
- Motivational
- Innovative
- Loyal
- Excellent
What it’s like to work for us?
Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.
Of course, it\’s not all about work, we\’re very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.
Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprenticesfor relevant roles.
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Customer Insights Analyst employer: Hays Travel Limited
Contact Detail:
Hays Travel Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insights Analyst
✨Tip Number 1
Familiarise yourself with Hays Travel's SMILE values. Understanding these values will help you align your approach and demonstrate how you embody them in your work, which is crucial for a role focused on customer insights.
✨Tip Number 2
Brush up on your data analysis skills, especially in Microsoft Excel. Since the role requires intermediate proficiency, being comfortable with pivot tables and VLOOKUP/XLOOKUP will give you an edge during discussions or assessments.
✨Tip Number 3
Prepare to discuss your experience with customer feedback and data interpretation. Think of specific examples where you've used data to drive improvements, as this will showcase your analytical skills and problem-solving abilities.
✨Tip Number 4
Practice presenting data clearly using PowerPoint. Since you'll need to prepare presentations for management, being able to convey complex information in a straightforward manner will be key to demonstrating your communication skills.
We think you need these skills to ace Customer Insights Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in data analysis and customer insights. Use specific examples that demonstrate your analytical skills and attention to detail, particularly in relation to the travel or customer service sectors.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with their SMILE values and how you can contribute to enhancing customer experiences through data-driven insights.
Showcase Technical Skills: Emphasise your proficiency in Microsoft Excel and PowerPoint. Provide examples of how you've used these tools to analyse data and present findings clearly, as this is crucial for the Customer Insights Analyst position.
Prepare for Potential Questions: Think about how you would answer questions related to data analysis and customer service scenarios. Be ready to discuss how you've identified trends or areas for improvement in previous roles, as this will demonstrate your problem-solving abilities.
How to prepare for a job interview at Hays Travel Limited
✨Showcase Your Analytical Skills
As a Customer Insights Analyst, your ability to analyse data is crucial. Be prepared to discuss specific examples of how you've used data analysis in previous roles to identify trends or improve processes. Highlight your experience with tools like Excel and any relevant dashboards you've created.
✨Understand the SMILE Values
Familiarise yourself with Hays Travel's SMILE values: Supportive, Motivational, Innovative, Loyal, and Excellent. During the interview, demonstrate how you embody these values in your work ethic and interactions. This will show that you're not just a fit for the role, but also for the company culture.
✨Prepare Meaningful Presentations
Since you'll be required to prepare PowerPoint presentations, practice presenting data clearly and concisely. Use charts and graphs to illustrate your points effectively. Consider bringing a sample presentation to showcase your skills, as this can leave a lasting impression.
✨Collaborative Mindset
The role involves working closely with various departments. Be ready to discuss your experience in collaborative projects and how you manage multiple priorities. Emphasise your communication skills and your ability to work well in a team setting, as this is key to succeeding in the Customer Team.
