Performance Analyst

Annual salary: up to £31,101.84

Customer Insight Analyst

Location: Milton Keynes
Salary: £31,101.84 per annum
Hours: 42.5 hours per week
Contract: Permanent, Full Time
Working Pattern: Monday to Friday, Office Based

Be the Voice Behind a Better Customer Experience

Are you passionate about understanding what customers really need?

Do you love turning data into stories, identifying trends, solving problems and influencing positive change?

We're looking for a Customer Insight Analyst to join our team in Milton Keynes. This isn't just a reporting role – it's an opportunity to shape how our customers experience our services every day.

As our Customer Insight Analyst, you'll combine your analytical expertise with your understanding of the customer journey to uncover valuable insights that drive service improvements. You'll work closely with operational teams, leaders and stakeholders to identify opportunities, solve challenges and ensure customer feedback translates into meaningful action.

If you're naturally curious, enjoy digging into data, and are motivated by making a real difference to customers, we'd love to hear from you.

What You'll Be Doing

• Championing the voice of the customer by analysing feedback, satisfaction measures and service performance data.

• Mapping customer experiences and identifying opportunities to improve the customer journey.

• Turning complex datasets into clear, actionable insights that support business decisions.

• Interpreting Power BI dashboards and reports that help teams understand performance and drive improvement.

• Investigating trends, recurring issues and root causes to support problem resolution and service enhancement.

• Working closely with operational Supervisors and Managers to understand challenges and identify solutions.

• Monitoring customer performance metrics and identifying opportunities to improve service outcomes.

• Presenting findings in a clear, meaningful way that drives action and positive change.

• Supporting a culture of continuous improvement through evidence-based recommendations.

What We're Looking For

We're looking for someone who combines analytical thinking with a genuine passion for customer experience.

You'll be:

• Naturally curious and motivated to understand why things happen.

• A confident communicator who can explain data to different audiences.

• Passionate about improving customer outcomes.

• Comfortable challenging processes and identifying better ways of working.

• A team player who enjoys building strong relationships across the business.

• Solution-focused, proactive and driven by results.

Skills and Experience

Essential

• Experience in data analysis, customer insight, performance reporting or business intelligence.

• Strong understanding of customer satisfaction measures and customer experience improvement.

• Advanced Excel skills including complex formulas, pivot tables and data visualisation.

• Working knowledge of dashboards and reports using Power BI.

• Ability to analyse large and complex datasets and convert findings into actionable recommendations.

• Excellent numerical, analytical and problem-solving skills.

• Experience identifying trends, root causes and improvement opportunities.

• Ability to communicate insights clearly and influence decision-making.

Desirable

Experience working within repairs, housing, facilities management or customer service