Customer Insight Analyst

DescriptionThe Customer Insight Analyst plays a key role in bringing the voice of the customer into decision-making across Motability Operations. Working across the Voice of Customer (VoC) programme, you will combine data analysis and customer research to generate actionable insights that inform business decisions, improve customer experience, and support commercial outcomes.As part of a collaborative Customer Insights & Analytics team, you will partner with Customer Experience (CX), Product, Marketing, and Data teams, as well as senior stakeholders and external agencies. Alongside the Research Manager, you will ensure insight is clear, accessible, and drives meaningful change.Analyse quantitative and qualitative customer data to identify trends, patterns, and opportunitiesGenerate actionable, insight-led recommendations to inform decision-making and influence strategyDesign and deliver quantitative and qualitative research to support customer experience and the VoC programmeTranslate complex analysis into clear, engaging insight and data visualisationsEmbed the customer perspective in analysis, linking insight to commercial outcomesUse feedback platforms to identify customer sentiment and emerging issuesManage third-party research and insight suppliers to ensure high-quality deliveryCollaborate across teams to embed insight into decision-makingManage multiple priorities to deliver high-quality outputsAct as a trusted insight partner, providing expertise and constructive challengeKey ResponsibilitiesCustomer Insight & AnalysisAnalyse and synthesise data to generate actionable customer insightsIdentify key drivers of customer experience, behaviour, and satisfactionWork with customer data sources (e.g. Qualtrics) to extract, manipulate, and analyse dataResearch & Voice of CustomerDesign and deliver customer experience research (quantitative and qualitative)Work across the VoC programme to interpret customer sentiment and journey insightsEnsure outputs are robust, insight-led, and aligned to business prioritiesInsight Communication & StorytellingTranslate data into clear, compelling, and actionable insightDevelop engaging visualisations, reports, and presentationsTailor messaging to different audiences to maximise impactStakeholder & Supplier ManagementBuild strong stakeholder relationships to embed insight into decision-makingAct as a trusted partner, influencing and constructively challengingManage third-party suppliers to deliver high-quality research and insightDelivery & Continuous ImprovementManage multiple projects and priorities effectivelyContribute to continuous improvement of insight and VoC capabilitiesShare best practice across teamsQualificationsYou are an experienced customer insight professional with strong analytical expertise and a passion for understanding customer behaviour. You are confident working across data and research, and able to synthesise complex information into clear, actionable insights that drive decision-making.You combine customer focus with commercial awareness, ensuring insights deliver real business value. You are comfortable engaging and influencing stakeholders, and provide constructive challenge to improve outcomes.You are collaborative, proactive, and highly organised, with the ability to manage multiple priorities while maintaining attention to detail. You are motivated by using data and insight to solve problems and improve customer experience.Additional (Nice to Have)Experience using Qualtrics or similar research platformsExperience with Power BI or other data visualisation toolsMinimum criteriaYou'll need all of these.Degree (or equivalent experience) in a relevant field such as statistics, psychology, research or similarProven experience in a customer insight, analytics, or research roleStrong analytical skills, with the ability to generate actionable insights and recommendationsExperience designing and delivering customer experience research (quantitative and qualitative), including survey designAbility to communicate insight through storytelling and data visualisationStrong stakeholder management and influencing skills, with experience engaging a range of audiencesExperience working collaboratively across teams and embedding insight into decision-makingHighly organised and methodical, with strong attention to detail and ability to manage multiple prioritiesCommercial awareness and ability to link insight to business outcomesGood understanding of research methodologies and VoC dataBenefitsMotability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:We find solutionsWe drive changeWe careWe operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.TPBN1_UKTJ