Affinity Water has a exciting opportunity available to join our Performance & Insight Team as a Customer Insight Analyst.

The Role:

As a Customer Insight Analyst, your primary focus will be on enhancing customer satisfaction by transforming data into actionable insights. You will identify areas for improvement and make recommendations that place our customers at the heart of the business.

Partnering with the Customer Delivery teams your role involves handling large datasets, utilising multiple systems to retrieve and analyse data, then presenting findings in a clear and compelling format.

What you'll be doing:

• Collate and analyse large and complex data sets to provide insights across all customer service channels, driving service improvement.

•  Work as part of a high-performing Customer Insight team to understand customer views and business performance, translating findings into actionable insights.

• Manage projects using customer data to provide actionable insights to process owners and stakeholders, delivering performance improvement.

• Contribute to internal reports and dashboards, monitoring business performance.

• Provide analysis on our CSAT (customer satisfaction) metrics by processes, departments, and operational teams.

• Act as the point of contact for internal and external parties relating to all areas of customer engagement, including attendance at industry forums and collaboration projects.

What you'll need:

• Good stakeholder management skills.
• Advanced Excel Skills.
• Excellent written and verbal communication skills.
• Experience working with Customer survey Software, e.g, Qualtrics, InMoment, Medallia.
• An understanding of customer research techniques (Qualitative and Quantitative), customer segmentation, and journey mapping.
• UK Driving Licence.

Advert Close Date: 31/8/25

Benefits:

• Salary: £35,000 - £40,000 (salary dependant on skills and experience)
• Hours: 08:30am - 17:00pm (Mon - Thurs) 08:30am - 16:30pm (Friday)
• Hybrid Working: Minimum of 3 days in the office.
• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
• Entry into the company annual bonus scheme.
• Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.
• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.
• Disability confident: if you need to apply in a different format, please contact us

Disability Confident Employer

Disability Confident is a voluntary government scheme which Affinity Water has signed up to. It means we are committed to employing, fairly assessing, and supporting our disabled employees through reasonable adjustments and an inclusive culture.

Offer an interview scheme

As a Disability Confident employer, we commit to offering interviews to disabled candidates who evidence that they meet the essential criteria for the role and who opt in on the application form. To see all the essential criteria please contact the Talent Acquisition lead to request the full job description.

Please note that in some situations where we have a very high volume of applications, it may not be practical to offer interviews to everyone, in which case we commit to take through a fair and proportionate number, offering interviews to those disabled candidates who best meet the criteria.

What is a disability?

A disability is a long-term physical or mental health condition that has a substantial impact on someone’s day-to-day activities.

What if I need adjustments during the recruitment process?

Please contact the Talent Acquisition lead mentioned on the job advert if you need any adjustments during the process.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.

You can find out what it’s like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.