Network Rail
Customer Insight Analyst
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Who We Are
About Network Rail...
Join Network Rail - Where People and Connections Matter
At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway. Click here to learn more.
We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process. You can visit Evenbreaks Career Hive for advice on accessibility support.
If you're ready to make a real difference, we'd love to hear from you!
Some Of Our Great Benefits
- We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments
- Flexible/hybrid working arrangements considered
- Generous annual leave up to 28 days plus statutory days (role dependant), with the option to buy/sell days
- Discounts at selected stations with your Network Rail pass
- Defined benefit pension scheme
- 75% off leisure train tickets for you and your dependents (subject to T&Cs)
- Interest-free travel loan for train and car park season tickets
- Volunteer leave to make a positive impact
Plus more...
Vacancy Details
Duration: Permanent
Location: Milton Keynes
Band & Salary: Band 4B £35,582 - £43,400
About The Role
What does the average day look like?
A Customer Insight Analyst helps Route Services make better decisions by turning data into actionable insights to deliver an improved service experience.
A Typical Day May Include
- Meeting with customers & stakeholders to understand their requirements, gathering context about their service and defining appropriate questions they need answering in line with best practice
- Creating surveys to meet customer requirements using MS Forms
- Gathering and analysing data from surveys, focus groups, existing feedback mechanisms & performance measures
- Designing, creating & maintaining Power BI dashboards & Powerpoint that are digestible & bring data to life
- Identifying trends, themes & opportunities by interrogating various types of data & feedback
- Producing insight reports & recommendations that explain what is happening, along with why it might be happening & what action should be taken next
- Providing an analytics service using varied & large datasets, identifying themes, issues, root causes & opportunities for improvement by producing reports & dashboards
- Presenting findings to customers & stakeholders, helping them to use data-led evidence to improve their services & customer experience
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Ultimately, the role combines data analysis, visual storytelling & stakeholder engagement to enable customers to make decision informed by meaningful insight.
Key Accountabilities
- Building relationships with customers & stakeholders to understand their challenges, define insight requirements & shape the appropriate approach including tools & methodologies.
- Analysing customer insight & complex data sets to develop understanding of service experience
- Designing, creating & maintaining engaging dashboards & presentation materials using tools such as Power BI & Powerpoint to transform data into actionable insights
- Analysing quantitative & qualitative data to identify themes, issues, root causes & opportunities for improvement
- Translating analysis into insight, writing evidence-based summaries & recommendations that support decision making
- Presenting these findings to customers using strong story-telling skills to enable them to act.
- Ensuring the quality, accuracy, integrity & professionalism of insight outputs & reporting products by maintaining the defined standards & best practice.
- Providing guidance & expertise on survey design & branching in MS Forms
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Your Experience And Skills
Meet the essential criteria/ Apply today to join our team!
Essential
- Significant experience undertaking data led business research and analysis
- A good knowledge of performance management tools, reporting and analytics
- Proven ability to review large data sets and produce basis analysis, cross tabulations, power pivots etc. based on that analysis
- Strong PowerPoint skills, with experience of producing high-quality presentations used effectively with a senior audience
- The ability to conduct thematic analysis
- Team player able to build good day to day working relationships
- Excellent written and verbal skills
- Resilient and calm under pressure
- Time management/prioritisation/organisation skills
Desirable
- Proven experience & skillset of using Power BI
- Presentation skills to senior audiences
- Understanding, knowledge & experience of customer & service experience
- Continuous improvement mindset of identifying opportunities to improve
- Strong attention to detail maintaining high standards of quality, accuracy & integrity
- Experience in MS Forms with writing surveys and adding branching
Additional Information...
Contact: mark.powell4@networkrail.co.uk If you have any reasonable adjustments
Interviews will be Week Commencing 20th October
Interview Process
Candidates will complete a 90-minute on-the-day assessment designed to evaluate analytical skills. A dataset, supporting context and a set of questions will be provided. Candidates will be required to analyse the information, develop their findings and deliver a presentation outlining their approach, methodology and recommendations during the final 15 minutes of the assessment.
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