Senior Customer Experience Insight Analyst

Are you passionate about putting customers at the heart of decision-making? Do you thrive on turning data into meaningful insight that drives real change? If so, we want to hear from you

Transport for Greater Manchester (TfGM) is looking for a detail-driven and collaborative Customer Experience Senior Insight Officer to join our Customer and Growth Directorate in our Customer Experience Team. This is a fantastic opportunity to make a tangible impact on the Bee Network by ensuring the voice of the customer is heard and acted upon. The collaborative role will ensure customer-focused interventions are evidence led and address customer priorities.

What You'll Do.

• Analyse multiple sources of customer feedback from various sources (e.g. Rate Your Journey, complaints, social media, mystery shopping) to uncover key themes and trends.
• Manage junior insight officers working to produce clear, engaging reports and dashboards that inform decision-making across the organisation.
• Support the development of analytical tools and platforms to improve data accessibility and usability.
• Support teams across TfGM to ensure customer-focused interventions are evidence-led.
• Monitor and evaluate customer experience performance, identifying areas for improvement and celebrating success.

Who are we?

The Customer Experience Team serve as the voice of our customers within TfGM, ensuring that their requirements are understood, and their feedback is gathered regarding their experiences with our service and products.

By engaging with our customers and understanding their needs, we can collaborate with internal teams to ensure their feedback informs continuous improvements. This helps us exceed customer expectations and build long-lasting relationships, ensuring a service that consistently meets high standards.

What you'll bring.

What yo
u do
and how yo
u do it is important – whatever type of role you work in at TfGM – and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values
of Deliver, Care and A
dapt.

• Proven experience in analysing complex datasets and producing actionable insight.
• Advanced Excel skills and familiarity with analytical dashboards (e.g. Power BI, Tableau).
• Strong written and verbal communication skills, with the ability to tailor messages to different audiences from quantitative and qualitative data.
• A proactive, team-oriented approach with the ability to manage team and individual priorities and meet tight deadlines.
• A degree-level qualification or equivalent and a passion for improving public services and sustainable transport.
• Ability to manage multiple priorities and communicate effectively with stakeholders, the wider team and direct reports.
• Flexibility and resilience to adapt to changing workload demands, uncertainty and new organisational challenges while motivating and managing staff members.

What we can off
er you

This is a 12 month fixed term role and comes with a salary of £40,650 - £45,107 per annum depending on experience.

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

• Generous annua
  l leave starting at 28 days (plus bank holidays), increasing with service, with options to bu
  y more.
• Free
  travel on buses across Greater Manchester, plus rail or Metrolink travel to and fro
  m work.
• Local Government defined pension
  scheme with life cover of 3x salary and options to boost your contrib
  utions.
• Enhanced family-friendly leave pol
  icies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period o
  f time.
• Discover more b

enefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website.