Customer Intelligence Support Officer

Job description

Enjoy working with data, spotting inconsistencies, and keeping projects on track?

Bring your analytical skills and eye for detail to our Customer Intelligence Team. In this role, you'll turn captured survey data into reliable information and help coordinate the fieldwork behind it-combining hands-on data work with practical operational support.

Reporting to the Customer Intelligence Manager, you'll help keep survey delivery running smoothly from duty planning through to data checking. You'll process, monitor, and conduct preliminary analysis of all captured data to help deliver fieldwork on time, within budget, and to clients' specifications. By checking quality, tracking progress and spotting issues early, you'll help the team respond quickly and give clients accurate information they can rely on.

What you will be doing.

• Turn captured survey data into accurate, complete datasets by processing, cleansing and validating it against agreed standards.
• Keep fieldwork on track by monitoring progress, conducting preliminary analysis, and flagging discrepancies or delivery issues early.
• Put your planning skills into practice: schedule and allocate survey duties, adapting resources as requirements change while keeping costs in mind.
• Keep the tools behind survey delivery working effectively, maintaining databases, bespoke data collection software and handheld capture equipment.
• Help data collectors deliver with confidence through clear briefings, training and answers to operational queries, and prepare reports and data summaries.
• Work alongside colleagues, clients and transport partners to meet project requirements while following research, data protection and health and safety standards.

What's essential.

• Confidence with Data - Extensive experience of data cleansing, processing, and analysis and know how to spot inconsistencies and produce accurate information
• Practical IT skills - Proficiency in Microsoft Excel, Word, Outlook, presentation software such as PowerPoint, and Internet browsers. Experience of using and interrogating bespoke questionnaire design/data analysis packages, e.g., Confirmit, SPSS, SurveyMonkey, Google Surveys, SNAP, is a distinct advantage
• Intuitive and a team player - Resilient, self-motivated, and able to work with minimal supervision whilst contributing effectively as part of a team
• Organisation and adaptability skills - Effective time management skills and ability to adapt quickly to unforeseen circumstances to meet deadlines
• Proactive and creative thinking, including the ability to contribute to strategic direction
• Political awareness and ability to manage sensitive situations
• Clear communication - You bring excellent written, verbal and interpersonal skills, explain information clearly and work effectively with colleagues and stakeholders.
• A relevant qualification: You hold an A Level or equivalent in a relevant subject

For a full list of essential criteria, please review the attached JD.

Location.

The location for this role is 16 Summer Lane, with at least 2 days a week spent in the office. However, you will also take part in an on-call rota to help resolve operational issues outside normal hours.

How to apply.

Applying for a role with WMCA is straightforward. Follow these steps to get started.

1. Create your Careers Account. Register with your name, email address, and a password.
2. Build your Profile. Upload your CV to help populate your career and education details.
3. Write your Supporting Statement. Make sure to address each of the required essential criteria.
4. Submit your application. Do one final check and once complete, click submit.

Please note, we reserve the right to close any vacancy from further submissions when we have received sufficient applications from which to make a shortlist. Please apply without delay if you wish to be considered for this role.

Anonymised Applications.

Your uploaded CV won't be visible after submission. Our process is anonymised, and only the information in your profile is used for shortlisting. Be thorough in each section. It's your chance to showcase your skills and experience.

Using Artificial Intelligence (AI)

We cannot stop anyone from using AI to help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application.

Applications that rely too heavily on AI may be rejected during shortlisting. For help on how to write a supporting statement, please visit the FAQs section of our careers site.

Reasonable adjustments.

If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team (careers@wmca.org.uk).

Salary and benefits.

We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered.

We offer a comprehensive benefits package that includes:

• Local Government Pension Scheme (one of the most generous pension schemes in the UK).
• Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with contributions exempt from Income Tax and National Insurance contributions (NICs).
• 28 days paid annual leave (with an option to purchase more) + Statutory days.
• EV car benefit scheme
• Healthcare plans.
• Discounted gym membership, will writing, and mortgage advice.
• An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate.
• 3 days of paid leave each year to volunteer.
• Interest-free financing through SmartTech to buy the latest technology
• Discounted shopping with over 2,000 big-name retailers, and more. You can now also obtain a Costco membership through the WMCA.
• Boundless unlocks unlimited entry to top-rated UK attractions and loads of extra benefits and discounts.
• Eye Care Scheme, offering a free eye test and a financial contribution towards your glasses.

For more information, please visit the benefits page on our career site.

Why join WMCA?

WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.

We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it's needed most. What you do, really matters. Your expertise will help make a big difference, improving people's lives, every day.

Our Values and Behaviours.

Fostering an environment where people feel valued, included, supported, and proud to contribute to our region is important to us at the WMCA. Our behaviours are more than statements; they guide how we work, make decisions, and treat one another - they set the standards we hold ourselves to and the experience we want others to have.

• Collaborative - We work as one organisation. Together we build trust, connection and shared purpose across teams, partners and residents to create the biggest impact for our region.
• Driven - We are focused on outcomes. We perform at our best to unlock productivity and delivery, achieving the greatest regional impact.
• Inclusive - We value difference. Creating an environment where people belong, and feel psychologically safe, so we can all thrive and shape a West Midlands built for everyone.
• Innovative - We are courageous. We embrace new ideas and challenge the status quo to continuously improve and shape the future of the West Midlands.

Creating an inclusive workplace.

WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We're a Disability Confident Employer with 'Leader' status, committed to interviewing applicants with disabilities who meet all the essential role criteria.

We are also proud to be a Ban the Box employer, which means we do not ask about criminal convictions at the initial application stage, and will only ask after an offer is made as part of our onboarding checks, which helps us remove barriers for people with past convictions and supporting fair opportunities for all.

We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.

We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying

Sponsorship / Right to work requirements

We welcome applications from all suitably qualified candidates, however, Skilled Worker visa sponsorship will only be considered for roles that meet our defined business-critical criteria and relevant sponsorship requirements. This role does not meet that threshold and we are therefore unable to offer sponsorship. Applicants must have the appropriate right to work in the UK before applying.

Redeployment

As part of our commitment to supporting colleagues who are at risk of redundancy, priority consideration may be given to eligible colleagues seeking redeployment. Where a suitable redeployment candidate is identified, we reserve the right to close this vacancy early.

Apply

Salary

£34,847 - £39,739

Working conditions

Contract: Permanent

Pay frequency: Annual