MI Analyst - Customer Experience

Working hours: This role is available on a part-time, job-share and full-time basis.

Location: Swindon (Hybrid working options available).

Closing Date for application: 6th June 2025.

The Opportunity

An exciting opportunity has arisen in our UK tNPS team within UK Customer Office, for a Customer Experience MI Analyst. This role is perfect for someone who has a love for data and our customers, as well as an individual with an inquisitive nature, driven to make change and wants to develop their knowledge of the wider UK business. As the team operates Pan UK, this role will allow you to interact with a variety of business areas and stakeholders. The team are central to understanding what our customers say we are doing well and where we can drive real improvements in our customer journey.

The team are responsible for the administration and development of the UK tNPS programme and provision of tNPS insight to stakeholders to drive improvements in our business. As a valued member of the team, you will be tasked with supporting our small team with delivery of key actions within our tNPS programme including data analysis and insight, identifying areas of opportunity, and seeing recommendations through to delivery. Along with report formation through various applications such as Excel, PowerQuery, PowerBI and PowerPoint and supporting with the setup of new touch points and close the loop activity across the business.

We will support the training of some of these key technical skills; there may also be an opportunity to study towards a role related apprenticeship qualification. Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.

What will you be doing?

• Identifying trends and issues with data processes, taking ownership to resolve any issues as they evolve.
• Deliver regular reporting and insight for our tNPS and complaints programmes.
• Enhance reporting mechanism where possible.
• Supporting the team with the setting up of new touchpoints across the business.
• Deliver our key regulatory reporting requirements.
• Managing stakeholder relationships.
• Embed and continuously improve processes within the team.

What are we looking for?

• Ability to manage your own time, prioritise and schedule works.
• Excellent Excel and PowerBI (including PowerQuery) skills.
• Innovative in thinking and focused on identifying better ways of doing things.
• Ability to work at a very detailed level with high accuracy.
• Ability to work independently and support your colleagues.
• Excellent statistical and data analysis skills.
• An understanding of our wider business structure and strategy.

As an inclusive employer we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You’ll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.

What will you get in return?

Everyone’s different. That’s why at Zurich, we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 12% defined non-contributory pension scheme, annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday.

Who we are:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people and our planet. With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.

We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.

If you’re interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great.

Our Culture

At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic.

We’ve an environment that places a real importance on our people’s wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.

We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we’ve awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.