Customer Insight Analyst

The Customer Insight Analyst plays a key role in bringing the voice of the customer into decision-making across Motability Operations. Working across the Voice of Customer (VoC) programme, you will combine data analysis and customer research to generate actionable insights that inform business decisions, improve customer experience, and support commercial outcomes.

As part of a collaborative Customer Insights & Analytics team, you will partner with Customer Experience (CX), Product, Marketing, and Data teams, as well as senior stakeholders and external agencies. Alongside the Research Manager, you will ensure insight is clear, accessible, and drives meaningful change.

• Analyse quantitative and qualitative customer data to identify trends, patterns, and opportunities
• Generate actionable, insight-led recommendations to inform decision-making and influence strategy
• Design and deliver quantitative and qualitative research to support customer experience and the VoC programme
• Translate complex analysis into clear, engaging insight and data visualisations
• Embed the customer perspective in analysis, linking insight to commercial outcomes
• Use feedback platforms to identify customer sentiment and emerging issues
• Manage third-party research and insight suppliers to ensure high-quality delivery
• Collaborate across teams to embed insight into decision-making
• Manage multiple priorities to deliver high-quality outputs
• Act as a trusted insight partner, providing expertise and constructive challenge

Key Responsibilities
Customer Insight & Analysis

• Analyse and synthesise data to generate actionable customer insights
• Identify key drivers of customer experience, behaviour, and satisfaction
• Work with customer data sources (e.g. Qualtrics) to extract, manipulate, and analyse data

Research & Voice of Customer

• Design and deliver customer experience research (quantitative and qualitative)
• Work across the VoC programme to interpret customer sentiment and journey insights
• Ensure outputs are robust, insight-led, and aligned to business priorities

Insight Communication & Storytelling

• Translate data into clear, compelling, and actionable insight
• Develop engaging visualisations, reports, and presentations
• Tailor messaging to different audiences to maximise impact

Stakeholder & Supplier Management

• Build strong stakeholder relationships to embed insight into decision-making
• Act as a trusted partner, influencing and constructively challenging
• Manage third-party suppliers to deliver high-quality research and insight

Delivery & Continuous Improvement

• Manage multiple projects and priorities effectively
• Contribute to continuous improvement of insight and VoC capabilities
• Share best practice across teams