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 primarily with the Contact Centre and Marketing teams your role involves handling large datasets, utilising multiple systems to retrieve and analyse data, then presenting findings in a clear and compelling format.

Sitting within the Customer Research team of the Business Performance & Insight department, you will collaborate closely with various teams to help shape strategies aimed at enhancing customer experiences and boosting company performance.

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.

• Use advanced statistical techniques and software tools to validate and interpret data.

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

• Lead the production and completion of regulatory and business performance metrics, including operational and customer satisfaction metrics.

• Build in-depth understanding of operational processes to generate actionable insights, with a particular focus on billing processes.

• Analysing social media engagement and marketing campaign effectiveness to drive improvements in customer satisfaction.

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 Closing Date: 27/5/26

Benefits:

• Salary: £30,000 - £40,000 (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 23-27 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

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.

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.