Customer Insight Analyst
Location: Milton Keynes
Salary: £31,101.84 per annum
Hours: 42.5 hours per week
Contract: Permanent, Full Time
Working Pattern: Monday to Friday, Office Based
Be the Voice Behind a Better Customer Experience
Are you passionate about understanding what customers really need?
Do you love turning data into stories, identifying trends, solving problems and influencing positive change?
We're looking for a Customer Insight Analyst to join our team in Milton Keynes. This isn't just a reporting role – it's an opportunity to shape how our customers experience our services every day.
As our Customer Insight Analyst, you'll combine your analytical expertise with your understanding of the customer journey to uncover valuable insights that drive service improvements. You'll work closely with operational teams, leaders and stakeholders to identify opportunities, solve challenges and ensure customer feedback translates into meaningful action.
If you're naturally curious, enjoy digging into data, and are motivated by making a real difference to customers, we'd love to hear from you.
What You'll Be Doing
Championing the voice of the customer by analysing feedback, satisfaction measures and service performance data.
Mapping customer experiences and identifying opportunities to improve the customer journey.
Turning complex datasets into clear, actionable insights that support business decisions.
Interpreting Power BI dashboards and reports that help teams understand performance and drive improvement.
Investigating trends, recurring issues and root causes to support problem resolution and service enhancement.
Working closely with operational Supervisors and Managers to understand challenges and identify solutions.
Monitoring customer performance metrics and identifying opportunities to improve service outcomes.
Presenting findings in a clear, meaningful way that drives action and positive change.
Supporting a culture of continuous improvement through evidence-based recommendations.
What We're Looking For
We're looking for someone who combines analytical thinking with a genuine passion for customer experience.
You'll be:
Naturally curious and motivated to understand why things happen.
A confident communicator who can explain data to different audiences.
Passionate about improving customer outcomes.
Comfortable challenging processes and identifying better ways of working.
A team player who enjoys building strong relationships across the business.
Solution-focused, proactive and driven by results.
Skills and Experience
Essential
Experience in data analysis, customer insight, performance reporting or business intelligence.
Strong understanding of customer satisfaction measures and customer experience improvement.
Advanced Excel skills including complex formulas, pivot tables and data visualisation.
Working knowledge of dashboards and reports using Power BI.
Ability to analyse large and complex datasets and convert findings into actionable recommendations.
Excellent numerical, analytical and problem-solving skills.
Experience identifying trends, root causes and improvement opportunities.
Ability to communicate insights clearly and influence decision-making.
Desirable
Experience working within repairs, housing, facilities management or customer service environments.
Experience creating dashboards and reports using Power BI.
Knowledge of customer journey mapping and service improvement methodologies.
What' we offer you:
At Mears, our people make the difference. We believe in creating an environment where colleagues feel valued, supported and empowered to grow.
You'll benefit from:
25 days annual leave plus bank holidays.
Private medical care.
Annual Mears Fun Day – our company-wide celebration and thank you event.
Paid Volunteering Leave to support causes that matter to you.
Mears Rewards, offering discounts on groceries, holidays, eye tests and much more.
Share Save Scheme.
Family-friendly policies.
Opportunities to develop your career within a leading provider of housing and property services.
This is your opportunity to take a lead role in a dynamic, purpose-driven team. Join Mears and help us deliver repairs that really make a difference.
All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship. To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points. Candidates should be aware that all our roles are subject to relevant DBS/Security checks before commencement of employment.
Apply below or to discuss your application further; contact:
Beth Dunford ([email protected])If you need any help with your application process, we are here to support you. We will be accessible every step of the way.
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.
In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.
Skills Required
- Experience in data analysis, customer insight, performance reporting or business intelligence.
- Strong understanding of customer satisfaction measures and customer experience improvement.
- Advanced Excel skills including complex formulas, pivot tables and data visualisation.
- Working knowledge of dashboards and reports using Power BI.
- Ability to analyse large and complex datasets and convert findings into actionable recommendations.
- Excellent numerical, analytical and problem-solving skills.
- Experience identifying trends, root causes and improvement opportunities.
- Ability to communicate insights clearly and influence decision-making.
- Experience working within repairs, housing, facilities management or customer service environments.
- Experience creating dashboards and reports using Power BI.
- Knowledge of customer journey mapping and service improvement methodologies.
- Entitlement to work in the UK (no visa sponsorship offered).
- Subject to relevant DBS/Security checks before employment.
Mears Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mears Group and has not been reviewed or approved by Mears Group.
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Leave & Time Off Breadth — 25 days’ holiday with the option to buy additional days, plus paid volunteering time, signal a comparatively generous time-off offering. Flexible working available in many roles further supports practical time-off and balance.
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Wellbeing & Lifestyle Benefits — Retail discounts, Cycle to Work, an employee assistance line, volunteering days, and company family events add tangible non-cash value. Access to training and UK‑recognised qualifications reinforces the broader wellbeing and development offering.
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Fair & Transparent Compensation — A stated commitment to pay at or above the Real Living Wage and the publication of pay-related reports indicate governance and baseline fairness focus. Independent snapshots also suggest many roles meet living‑wage thresholds.
Mears Group Insights
What We Do
Mears Group is a market-leading housing and care company that provides bespoke services to our clients. We provide and manage 11,000 homes for local and central Government and are also responsible for keeping 750,000 of all social housing in the UK in good repair. Mears has 6,500 employees and a footprint across the country
