Graduate Customer Insight Analyst

• Analysing customer data from sources including the Rail Customer Experience Survey, complaints and our Service Quality Regime inspections.
• Spotting trends and problem points in customer journeys, and working out how many people they affect.
• Building reports and dashboards (we use Power BI) that help teams see what's going on.
• Working to automate these reports to drive efficiency and allow people to focus on data analysis and solutions
• Sharing what you find with colleagues across the business, from station teams to senior leaders.
• Tracking whether the changes we make are improving things for customers.
• Getting out on the network. We'll actively encourage you to travel on our trains and visit our stations to check whether the numbers match what customers are living through. Seeing it for yourself will make your analysis sharper and your findings harder to ignore.

About the role

This is a paid 12-month role for a graduate with a numerate background who wants their first real step into work. You'll join our Customer Experience team in Derby and work on live customer satisfaction data, drawing out conclusions that lead to actual changes in how we run our railway.

What you'll be doing

What you'll get from us

This opportunity is aimed at graduates who have finished their studies and haven't yet found work, further education or training. If you've been trying to get your foot in the door, this is designed with you in mind.

You don't need any railway experience.

• A degree in maths, statistics, economics, data science, computer science, psychology or another subject with a strong numerical element (or equivalent).
• Confidence with Excel, and an interest in tools like Power BI, SQL or Python. You don't need to be an expert. We'll help you build on what you know.
• A curious mind. You like asking "why?" and won't stop at the first answer.
• The ability to explain what the data says in plain English.

Supporting Our Frontline
If you're successful in this role, you'll be expected to support our frontline colleagues at some points throughout the year. This might be undertaking safety critical work, for which you'll receive training, but it could just be helping out with Customer Service when our stations are busy. We're One Team, and that means our managers step up for the frontline, not just manage from a distance. Supporting frontline colleagues is part of our DNA at EMR.