Customer Insight Analyst

• Analyse quantitative and qualitative customer data to identify trends, patterns, and opportunities 
• Generate actionable, insight-led recommendations to inform decision-making and influence strategy 
• Design and deliver quantitative and qualitative research to support customer experience and the VoC programme 
• Translate complex analysis into clear, engaging insight and data visualisations 
• Embed the customer perspective in analysis, linking insight to commercial outcomes 
• Use feedback platforms to identify customer sentiment and emerging issues 
• Manage third-party research and insight suppliers to ensure high-quality delivery 
• Collaborate across teams to embed insight into decision-making 
• Manage multiple priorities to deliver high-quality outputs 
• Act as a trusted insight partner, providing expertise and constructive challenge

• Analyse and synthesise data to generate actionable customer insights 
• Identify key drivers of customer experience, behaviour, and satisfaction 
• Work with customer data sources (e.g. Qualtrics) to extract, manipulate, and analyse data 

• Design and deliver customer experience research (quantitative and qualitative) 
• Work across the VoC programme to interpret customer sentiment and journey insights 
• Ensure outputs are robust, insight-led, and aligned to business priorities 

•  Translate data into clear, compelling, and actionable insight 
•  Develop engaging visualisations, reports, and presentations
•  Tailor messaging to different audiences to maximise impact 

• Build strong stakeholder relationships to embed insight into decision-making 
• Act as a trusted partner, influencing and constructively challenging 
• Manage third-party suppliers to deliver high-quality research and insight 

• Manage multiple projects and priorities effectively 
• Contribute to continuous improvement of insight and VoC capabilities 
• Share best practice across teams

•  Experience using Qualtrics or similar research platforms
•  Experience with Power BI or other data visualisation tools

• Degree (or equivalent experience) in a relevant field such as statistics, psychology, research or similar
• Proven experience in a customer insight, analytics, or research role 
• Strong analytical skills, with the ability to generate actionable insights and recommendations 
• Experience designing and delivering customer experience research (quantitative and qualitative), including survey design 
• Ability to communicate insight through storytelling and data visualisation 
• Strong stakeholder management and influencing skills, with experience engaging a range of audiences 
• Experience working collaboratively across teams and embedding insight into decision-making 
• Highly organised and methodical, with strong attention to detail and ability to manage multiple priorities 
• Commercial awareness and ability to link insight to business outcomes 
• Good understanding of research methodologies and VoC data
  

Motability 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 solutions
• We drive change
• We care

We 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.