Job Description

Senior Customer Experience Insight Analyst
Full–time
CD320205

Job description
Are you passionate about putting customers at the heart of decision-making? Do you thrive on turning data into meaningful insight that drives real change? If so, we want to hear from you!

the organisation (the organisation) is looking for a detail-driven and collaborative Customer Experience Senior Insight Officer to join our Customer and Growth Directorate in our Customer Experience Team. This is a fantastic opportunity to make a tangible impact on the Bee Network by ensuring the voice of the customer is heard and acted upon. The collaborative role will ensure customer-focused interventions are evidence led and address customer priorities.

What You’ll Do
• Analyse multiple sources of customer feedback from various sources (e.g. Rate Your Journey, complaints, social media, mystery shopping) to uncover key themes and trends.
• Manage junior insight officers working to produce clear, engaging reports and dashboards that inform decision-making across the organisation.
• Support the development of analytical tools and platforms to improve data accessibility and usability.
• Support teams across the organisation to ensure customer-focused interventions are evidence-led.
• Monitor and evaluate customer experience performance, identifying areas for improvement and celebrating success.

For more info see Job Profile below.

Who are we?

The Customer Experience Team serve as the voice of our customers within the organisation, ensuring that their requirements are understood, and their feedback is gathered regarding their experiences with our service and products.

By engaging with our customers and understanding their needs, we can collaborate with internal teams to ensure their feedback informs continuous improvements. This helps us exceed customer expectations and build long-lasting relationships, ensuring a service that consistently meets high standards.

What you’ll bring

What you do and how you do it is important whatever type of role you work in at the organisation and even small behaviours and actions can have a really big impact. At the organisation, our behaviours bring to life our values of Deliver, Care and Adapt.
• Proven experience in analysing complex datasets and producing actionable insight.
• Advanced Excel skills and familiarity with analytical dashboards (e.g. business intelligence platform).
• Strong written and verbal communication skills, with the ability to tailor messages to different audiences from quantitative and qualitative data.
• A proactive, team-oriented approach with the ability to manage team and individual priorities and meet tight deadlines.
• A degree-level qualification or equivalent and a passion for improving public services and sustainable transport.
• Ability to manage multiple priorities and communicate effectively with stakeholders, the wider team and direct reports.
• Flexibility and resilience to adapt to changing workload demands, uncertainty and new organisational challenges while motivating and managing staff members.

Desirable Extras:
• Experience working in transport, public sector, or customer research environments.
• Knowledge of survey design and behavioural insight.
• Previous experience presenting insight to a wide range of stakeholders.

What we can offer you

This is a 12 month fixed term role and comes with a salary of £49,000 - £54,000 per annum depending on experience.

At the organisation, we encourage candidates to discuss flexible working options At the organisation, We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:
• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website.

What's next?

If you believe you have the skills and experience required, we’d really like to hear from you. When completing your application, please ensure that you provide clear examples against the criteria questions, all appointments will be based on merit.

We embrace AI to enhance our operations and to innovate our services. However, we value human talent and are looking for passionate individuals to join our organisation. Please ensure you personally complete your application and read all the instructions carefully to maximise your chances of success.

Applications that rely too heavily on AI may be rejected during shortlisting, however we understand that AI may be used as a reasonable adjustment, if using AI to support your application, please give a brief explanation why to help ensure fair.

the organisation is proud to be an equal opportunities employer that encourages and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve and welcome individuals from all backgrounds by committing to providing a fully inclusive and accessible recruitment process. We will offer support and reasonable adjustments if required and we also have a Guaranteed Assessment Scheme which you can find out more information on here.

Please note we may close the advert early if we receive a high volume of applications.