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Customer Experience Insights Analyst

About the team:

The Customer Experience team act as the voice of the customer within the business, by ensuring that GWR have robust plans in place to improve the overall customer experience and strengthen GWR's commercial position.

The team plays a lead role in establishing and embedding a customer centric culture that puts the customer at the heart of decision making and gets the whole organisation united behind the goal of delivering great customer experience.

What is the job?

The purpose of this role is to collate and analyse the various data sets related to our customers' experience of GWR and to help provide reporting and insight which will inform business decision making, enabling us to be truly customer centric.

Your main responsibilities will be:

  • Data collation – identify and access the data sets available that can be used to create insight into customers' experiences. Identify any gaps in the data provision and any identified data quality standard shortfalls
  • Data analysis - take a structured approach to the analysis of available data which combines the evidence from varying sources to provide genuine insight. Regularly review the analysis approach to enhance the accuracy and efficiency of insight generation.  Conduct root cause analysis of issues affecting our customers, working with the responsible departments to stimulate the delivery of improvement plans
  • Reporting - develop and deliver a suite of regular reports that identify ongoing performance levels, areas for improvement and highlight successes and are accessible and comprehensible to their target audiences
  • Data integration - develop, deliver and maintain a means for differing data sources to be integrated into a dashboard system which is easily personalised, includes the capability to drill down and enables self-service
  • Customer relationship management (CRM) analysis - work closely with the CRM and Loyalty teams to help sensibly integrate CRM data into our analytics and reporting. Connect and combine data sets to provide new ways to add value to our understanding of rail customers and the success of the CRM and loyalty programs at segment and individual campaign level. Support our ability to measure and analyse ROI and customer lifetime value change as a result.  Recommend programme refinements over time based on segment, promotion and campaign based evaluations

You'll need to be:

  • Highly numerate
  • Competent in analysing, modelling and interpreting diverse data sets
  • Capable of applying logical and methodical approaches
  • Consistently accurate with attention to detail
  • An advanced practitioner of Excel, Faststats, Tableau, Power BI or similar tools. Previous experience of SQL desirable
  • Able to deliver high quality verbal and written communication of analysis and recommendations, tailored to audiences across the business structure
  • Resilient – thriving on getting things done in a changing environment
  • Comfortable working as part of a team and meeting challenging deadlines
  • Customer focussed

As a minimum you'll need to have:

  • Demonstrated achievement at degree level or above, ideally in a related field
  • Experience of analysing both quantitative and qualitative datasets in a customer service-based environment
  • Advanced Excel, Faststats, Tableau and Power BI experience
  • The ability to distil complex analysis and insights into meaningful and relevant communications to suit a wide variety of audiences
  •  A strong understanding of different research methods and analytics

Where is the job located?

The nature of this role means we are able to be flexible on the location where the work is done. The right skills are important, not the ability to get to a specific place.

Working pattern:

37 hours per week, the role offers flexible working.

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.


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GWR Network
GWR Network, Reading, Bristol, Oxford, Westbury, Gloucester, Exeter & London, UK
  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    GWR Network
  • Closing Date:
    22 August 2022
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