Customer insight analyst

What is the purpose of the role?

As a specialist for customer insight, you'll be a champion for the customer, turning customer feedback into data and providing the actionable insight we need to understand how we're performing and how we need to improve our service. You will co-ordinate and deliver qualitative and quantitative customer research activities, processing disparate data to create coherent and compelling stories and produce engaging reports and presentations that inform and inspire our change programmes. This is a strategic role, giving us the intelligence we need to enable us to lead amongst our peers in our D-MeX performance, a new industry-wide set of measures of service excellence. You will develop relationships with stakeholders across Developer Services to reach a deep understanding of each functional area across our customers' journey. Become expert in the challenges and opportunities that exist to improve the way we make decisions and deliver research activities that will enrich our understanding of our customer segments and their personas.

What makes this role unique?

Working for Thames Water, you'll be part of the UK's largest water and sewerage company, serving 15 million customers across London and the Thames Valley. Our Developer Services department plays a vital role in enabling housing growth throughout the region, managing everything from connecting supplies for a new development to providing consent to build over a sewer. We serve a diverse customer set ranging widely in scale from a homeowner building an annexe, to a major developer constructing a new housing estate. We are putting our customers at the heart of everything we do and delivering meaningful change. This is a unique role within Thames Water and your opportunity to shape and develop the future to best support our customers and ensure we are listening to and acting upon to what they are telling us.

What will this role involve?

This is a broad and rewarding position. Your key areas of responsibility will include:

Support delivery of Developer Services insight activities, covering everything from outbound research, data capture at events and forums to analysis and reporting.

Create detailed customer journey maps, highlighting touchpoints and customer experience at each stage.

Work closely with the wider Developer Services team and Customer Strategy and Change Team to ensure accuracy and completeness.

Host regular meetings with stakeholders and colleagues across all teams within Developer Services to drive performance in support of D-MeX and customer engagement strategy.

Act as a strong 'voice of the customer', producing compelling, data driven materials that can be used as to influence change.

Provide expert advice to help influence and inform colleagues/managers on operational decisions.

Perform research to enrich understanding of customer segments and personas.

Devise and implement new methods to record currently uncaptured data that is of strategic importance.

What are we looking for?

We are looking for a highly motivated and flexible individual who is passionate about working in the construction and housebuilding industry and has the ability to work well as part of a small and agile team. Ideally, you will have experience in a similar role, utilising your excellent planning and organisation skills with a drive for results, problem solving and handling multiple projects at one time. To be successful in this role, you will have proven experience in outbound calling, ideally in a research and customer feedback capacity. You will be a dedicated, results driven professional with a strategic mind-set, who possesses strong analytical skills and can collect, analyse and disseminate significant amounts of data with attention to detail and accuracy. You will possess the capability to translate key findings into business opportunity and to engage hands-on. You will possess excellent collaborative, consultative, influencing and negotiation skills alongside exceptional organisational skills and the ability to create and maintain working relationships at all levels.

Thames Water information and salary details

This exciting position is based in Reading, Berkshire. We are offering a salary of up to £30,000 depending on skills and experience. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 01/05/2019.

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Thames Water
Contract Type
Expiry Date
01/05/2019 17:18:00
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