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Role

Customer Research and Insight Analyst

Advert Closing:

27th September 2023

Salary

Circa £41,000 per annum

Location

Farringdon, Sittingbourne or Croydon

Contract type

Permanent

Hours

35 hours per week

The Role

It is an exciting time for Southern Housing as we merge Optivo and Southern Housing Group, two companies who will be Stronger Together. Having worked with the same communities for decades, we have combined our work in our core communities to create a "big but local" organisation.

Managing over 77,000 homes, Southern Housing is dedicated to delivering excellent services and improving our resilience. We are also keen to build new homes and grow our organisation.

Reporting to the Head of Insight you will use insight to drive great customer/residents and colleague experiences. You'll ensure everyone understands demand, the experience of residents and users, and acts on this to improve.

What you'll be doing ¦

• Measure and analyse customer and user experiences, identifying opportunities for improvement.
• Ensure teams have easy access to insights, understand their customers, and act on this information to improve.
• Produce and present accurate, engaging insight and satisfaction reports. This includes Power BI (or equivalent), and written reports.
• Create and maintain frameworks and systems to capture and use insight.
• Empower colleagues to use analysis and insight data
• Assess, track, and promote understanding of demand.
• Develop a suite of customer success, and associated efficiency metrics and ensure reporting systems are in place.
• Lead projects to collect, research, and use data reflecting customer behaviours, trends sentiments and preferences to support improvement and service development.

Location

You'll be based at one of our main offices in either Farringdon, Croydon, Sittingbourne, with the option for working in a hybrid way when appropriate and as agreed with your manager.

We're offering¦

Generous holiday entitlement with the ability to buy extra leave

Private medical insurance

Pension plan with excellent defined contribution rates

Flexible benefits to suit your needs

Agile working where you can work from any of our locations and from home, so we'll provide you with the necessary equipment to enable you to do this

Care for your wellbeing and ensuring a good work life balance

¦plus much more

What you'll need

• Track record of effectively working with people to use insight to improve experiences.
• A track record of extracting insights from secondary data sources using analytical tools.
• Experience of developing robust customer insight and satisfaction approaches.
• Proven track record of developing satisfaction metrics and presenting accurate results.
• Experience of developing customer segmentation, profiling and developing personas.
• Experience of and ability to present complex information in a clear, engaging, compelling, and credible way to a range of audiences including senior leaders.
• A passion and aptitude for sharing knowledge and insight creatively.
• Excellent understanding of data protection.
• Ability to build strong relationships and achieve buy in at all levels.
• Effective numerical and statistical skills

We reserve the right to close this position early if we receive a vast amount of suitable candidates.