Customer Insights Analyst

6 days ago


Leamington Spa, Warwickshire, United Kingdom National Grid Full time

About National Grid

National Grid is a leading energy company that powers the nation. Our electricity network connects the country, and we're committed to providing reliable and safe energy to our customers.

Job Summary

We're seeking a skilled Customer Insights Analyst to join our Customer Connections department. As a key member of our team, you'll play a critical role in driving forward our customer strategy, ensuring we meet the needs of all customer types.

Key Responsibilities

  • Support the development of short- and long-term initiatives to improve customer service, aligned with our customer strategy.
  • Represent National Grid externally, engaging with stakeholders to gather insights on customer needs and preferences.
  • Establish a knowledge-sharing model to bring together stakeholders across the organization, ensuring a unified approach to customer groups.
  • Monitor and interpret customer feedback, providing insights to inform our customer strategy.
  • Manage trend and root cause analysis for customer queries and complaints, feeding insights back to the team.
  • Inform relevant teams of key customer insights, identifying improved ways of working and process improvements.
  • Identify data challenges and proactively address them to ensure accurate and up-to-date customer data.

Requirements

  • Demonstrable numerate and analytical capabilities.
  • Strong experience in statistical modeling and/or stakeholder analysis, ideally in a commercial environment.
  • Expert user of Excel and proficient with Salesforce CRM.
  • Proficient in data visualization tooling, preferably PowerBI.
  • Excellent business awareness and ability to interpret and make strong business recommendations.
  • Experience in providing strategic and tactical solutions to business problems.
  • Excellent consultancy skills and communication of complex material.
  • Significant experience presenting insights and recommendations to various audiences.
  • Degree (or equivalent) or relevant experience.

What We Offer

  • Salary between £46,000 to £54,000 dependent on experience.
  • Excellent work-life balance and company culture.
  • 26 days annual leave plus 8 statutory days.
  • The option to buy additional or sell holiday.
  • Generous contributory pension scheme.
  • Financial support for professional membership subscriptions, course fees, and study leave.
  • Access to flexible benefits, including a share incentive plan and employee assistance lines.
  • Family care benefits, including a back-up care service.
  • Access to apps supporting health, fitness, and wellbeing.


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