At a Glance
- Tasks: Transform customer feedback into powerful insights that shape business decisions.
- Company: Join United Utilities, a leader in customer insight and sustainability.
- Benefits: Enjoy 26 days annual leave, flexible working, and a competitive pension scheme.
- Other info: Dynamic role with opportunities for career growth and skill development.
- Why this job: Make a real impact by influencing customer experiences for millions.
- Qualifications: Degree-level education and experience in research or data analysis.
The predicted salary is between 47250 - 57750 £ per year.
- Band 5b
- Hybrid Working: 3 days per week onsite
Turn Customer Research & Data into Meaningful Insight
At United Utilities, understanding our customers helps shape the services we provide today and the investment decisions we make for the future.
Every survey, piece of feedback and operational data point has the potential to improve customer experiences across the North West.
We're looking for a talented Customer Research & Insight Analyst to help bring the voice of the customer to life.
This is an exciting opportunity for someone with a passion for research, analysis and storytelling through data who wants to develop their career within a high-performing customer insight team.
Working alongside the Customer Research & Insight Manager and Customer Research & Insight Lead, you'll play a key role in delivering research projects, analysing complex datasets and transforming findings into clear, compelling insight that influences business decisions.
Whether you're already working in an insight role or have gained experience within a market research agency, this role offers the chance to broaden your skills and make a real impact.
What You'll Be Doing
As a Customer Research & Insight Analyst, you'll support the delivery of United Utilities' customer research and insight programme, helping colleagues across the organisation better understand customer needs, behaviours and expectations.
You will
- Deliver customer research and insight projects, helping colleagues better understand customer needs, behaviours and expectations.
- Support larger strategic research programmes and regulatory studies led by the Customer Research & Insight Manager and Lead.
- Analyse customer research, operational and customer experience data to identify trends, insights and opportunities for improvement.
- Coordinate research projects to ensure they are delivered on time, to budget and to a high standard.
- Bring data to life through engaging reports, presentations and visual storytelling.
- Combine evidence from multiple sources to develop clear insight that supports business decision-making.
- Draft research materials, including surveys, questionnaires and discussion guides.
- Present findings and recommendations to stakeholders across the organisation.
- Support and develop our In the Flow customer community panel, helping maximise its value as a source of customer insight.
- Ensure research outputs are accurate, robust and appropriately documented to support decision-making and regulatory requirements.
- Maintain and develop awareness of emerging research methodologies, technologies and industry best practice.
- Track and evidence how customer insight influences decisions, helping ensure research findings are acted upon and supporting compliance with regulatory requirements.
- Champion the voice of the customer and help turn insight into meaningful action
What We're Looking For
We're looking for a curious and analytical individual who enjoys uncovering stories in data and translating them into meaningful insight.
You'll bring:
- Degree-level education (or equivalent experience), ideally within a research, statistics, social sciences, psychology, marketing or business-related discipline.
- Experience within a customer insight, research, analytical or market research environment.
- Previous experience within either a client-side insight team or market research agency.
- Knowledge of both qualitative and quantitative research methodologies and when to apply them.
- Strong analytical skills and confidence working with survey and customer data.
- Experience using Excel and research or data analysis tools such as SPSS, Q, Displayr or similar platforms.
- The ability to translate data into clear findings, compelling stories and engaging presentations.
- Excellent attention to detail and a focus on data quality.
- Strong organisational and time management skills, with the ability to manage multiple priorities and deadlines.
- Effective communication skills and confidence engaging with stakeholders.
- Awareness of research ethics, governance and data protection requirements.
- A genuine curiosity about customers and a desire to continuously develop your research and insight skills.
Why Join United Utilities?
This is a fantastic opportunity to develop your career within a highly respected customer insight function, working on research that directly influences business decisions and improves experiences for millions of customers.
In return, we offer
- 26 days annual leave, increasing to 30 days after four years, plus bank holidays
- Competitive pension scheme with up to 14% employer contribution
- Performance-related bonus of up to 7.5%
- Company-funded healthcare plan
- Flexible and hybrid working arrangements
- Life assurance
- Access to a comprehensive range of additional benefits
- Join Us
At United Utilities, we're committed to delivering great customer experiences while building a stronger, more sustainable future for the North West.
As our Customer Research & Insight Analyst, you'll help transform customer feedback and data into powerful insights that shape decisions across the organisation.
You'll work on a diverse range of research projects, develop valuable technical expertise and play a key role in ensuring the customer voice is heard.
Customer Research & Insight Analyst in Warrington employer: United Utilities
United Utilities is an exceptional employer, offering a dynamic work environment where commercial professionals can thrive while contributing to vital infrastructure projects that benefit communities across the North West. With competitive salaries, flexible working arrangements, and robust career development opportunities, we empower our employees to grow and make a meaningful impact in their roles. Join us to be part of a purpose-driven organisation that values innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Research & Insight Analyst in Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at United Utilities. 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 United Utilities 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 Research & Insight Analyst in Warrington
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 United Utilities:Your cover letter is your chance to shine! Tell us why you want to work at United Utilities 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 United Utilities!
How to prepare for a job interview at United Utilities
✨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.
