Customer Insight Analyst - London, United Kingdom - Notting Hill Genesis Group

Description

Notting Hill Genesis, one of London's biggest housing associations, is seeking a Customer Insight Analyst. We're changing how we do things for customers and this role is at the heart of that change. Our values and social purpose are what drives us forward so we're seeking candidates who believe in putting the customer first.

As a Customer Insight Analyst you will be at the forefront of understanding the needs, behaviours, and sentiments of residents. By employing a range of analytical tools and methodologies, you will extract meaningful insights from both quantitative and qualitative data. Your findings will be pivotal in shaping customer-centric strategies, ensuring that customers' voices are not only heard but also acted upon.

You'll be joining us at a really exciting time and will be part of a new Customer Journey and Insight team within Customer Experience and the wider Operations department.

Are you inspired to join us? Learn more about the Customer Experience team in our recruitment pack.

What you'll do

This role is all about delivering the things that matter most to our customers and by using direct, indirect and inferred customer insight we make sure we're meeting the objectives of our Better Together corporate strategy. The Customer Insight Analyst gathers, analyses and interprets data about customer experience.

This role is centred around understanding the voice of the customer, identifying trends, and providing actionable insights that drive strategic decisions at Notting Hill Genesis. Working closely with the Customer Insight Manager, you will contribute to a comprehensive insight framework, ensuring that data-driven insights are effectively integrated into the organisation's broader strategies.

How you'll do it

• Use a variety of analytical tools and methodologies to gather and analyse operational data from a variety of sources, capturing both direct and indirect insights.
• Identify trends, patterns, and anomalies within the data, translating these findings into actionable recommendations.
• Collaborate with data and insights team to develop and maintain detailed reports and dashboards, making data accessible and actionable for various stakeholders.
• Engage in feedback sessions and workshops with residents, staff, and other stakeholders, capturing qualitative insights to complement and enrich quantitative data.
• Present findings, insights, and recommendations to the Customer Insight Manager and other stakeholders, ensuring clarity and actionable takeaways.
• Work together with the wider Customer Journey and Insight team and Customer Experience directorate to share best practice and champion the voice of the customer.

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.

• Knowledge and experience of data analysis tools and methodologies, with a specific focus on customer insights, and experience in collecting, analysing, and interpreting customer data to derive meaningful insights.

Exceptional communication skills, adept at presenting insights in a clear, concise, and compelling manner.

A genuine passion for understanding customer needs, behaviours, and sentiments, with a commitment to driving customer-centric strategies.

Excellent IT and systems skills including Microsoft office namely Word, Powerpoint and Intermediate level Excel.

Proficiency in using digital tools and platforms for data collection, analysis, and visualisation.

Knowledge and experience using Tableau and Power BI are advantageous.

Understanding of the key challenges and responsibilities of colleagues working within the social housing sector and the customers we serve.

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.

For more information on what we do and what makes us different please visit:

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments. To find out more about our approach to equality, diversity and inclusion please visit:

Selection Process

Step 1: If you are interested, please send your application now Closing date is Tuesday 14th May 2024

Step 2: Successful candidates will be asked to do an assessment

Step 3: Successful candidates will be invited to interview

This role is currently eligible for sponsorship under the Skilled Worker visa route.

Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.

• Salary £40,388 - £44,876 per annum for 35 hours per week.
• Frequency Annual
• Contract Type Fixed Term
• Contract Details Until end March 2025 (with possible extension)
• Working Hours 35
• Location Hammersmith, London, United Kingdom