Platform Housing Group
Customer Insight and Intelligence Manager
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Salary: Up to £55,938
Location: Home-based with regular travel to Worcester, Birmingham and other Platform locations
Contract: Permanent, Full Time
Can you turn insight into action and shape better customer outcomes?
We're creating a brand-new Customer Insight & Intelligence Manager role to transform how we use data, customer feedback and operational intelligence to improve services across Platform. The role is designed to establish and lead Platform's customer insight capability.
This is an exciting opportunity to combine customer insight, business intelligence and AI to uncover what matters most to our customers and influence decision-making across the organisation.
Why this role?
This isn't a traditional reporting role. It's an opportunity to build something new, influence strategic decisions and help shape services for our customers. You'll work at the intersection of customer experience, performance, data and innovation, ensuring insight drives meaningful change across the organisation.
Join us and help build the intelligence that shapes better services, stronger performance and improved customer outcomes.
What could you be doing?
- Lead and develop Platform's customer insight function.
- Bring together data from TSMs, complaints, customer feedback, repairs, tenancy and operational performance to identify trends and opportunities for improvement.
- Turn complex data into clear, actionable insight that improves customer outcomes.
- Use business intelligence tools, AI and innovative analytical approaches to drive organisational learning.
- Provide insight and recommendations that support operational teams, senior leaders, Executive Team and Board members.
- Help create a culture where decisions are driven by evidence, customer voice and meaningful intelligence.
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What are we looking for from you?
- Experience in customer insight, business intelligence, analytics or performance reporting.
- Excellent analytical skills and the ability to translate complex data into compelling stories and recommendations.
- Experience using Power BI, advanced Excel and other analytical tools.
- A passion for service improvement and delivering better outcomes for customers.
- Strong stakeholder management and influencing skills.
- Interest in AI, emerging technologies and innovative approaches to insight.
- Experience within social housing or another regulated sector would be advantageous.
What are some of our great benefits?
- Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave
- Family friendly policies including generous Paternity, Maternity, Shared Parental and Adoption leave plus 3 days paid Urgent Domestic Leave
- Medicash membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts
- Health Cash Plan worth up to £1700 p/a with cashback for dental, optical, physio and complementary therapies and more
- Pension contribution scheme with employer contributions of up to 12% (inclusive of life assurance and dependent on employee contributions)
- Learning and Development opportunities
- Salary sacrifice electric vehicle scheme
- Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers
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The advert is due to close on 27th August, with applications due to be reviewed the week commencing 31st August. Successful applicants will be contacted W/C 7 September 2026 with interviews taking place at our Birmingham Business Park office on 14th and 15th September 2026.
If this sounds like the ideal role for you and you'd like to find out more about this opportunity, please contact recruitment@platformhg.com or click Apply.
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