Customer Insight Analyst

Motability Operations Ltd; Greater London; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Motability Operations Ltd is seeking a Customer Insight Analyst to bring the voice of the customer into decision-making. You will join the Voice of Customer (VoC) programme, combining data analysis and research to generate actionable insights that inform business decisions, improve customer experience, and support commercial outcomes.

You will partner with CX, Product, Marketing and Data teams, translating complex analysis into clear visuals and compelling stories that drive meaningful change

Qualifications

• Degree in statistics, psychology, research or related field
• Proven experience in a customer insight, analytics or research role
• Strong analytical skills with ability to generate actionable insights and recommendations
• Experience designing and delivering customer experience research (quantitative and qualitative)
• Ability to communicate insight through storytelling and data visualisation
• Strong stakeholder management and influencing skills, with experience engaging a range of audiences
• Experience working collaboratively across teams and embedding insight into decision-making
• Highly organised and methodical, with strong attention to detail and ability to manage multiple priorities

Responsibilities

• Analyse and synthesise data to generate actionable customer insights
• Identify key drivers of customer experience, behaviour, and satisfaction
• Work with customer data sources (e.g. Qualtrics) to extract, manipulate, and analyse data
• Design and deliver customer experience research (quantitative and qualitative)
• Interpret customer sentiment and journey insights across the VoC programme
• Ensure outputs are robust, insight-led, and aligned to business priorities
• Translate data into clear, compelling, and actionable insight
• Develop engaging visualisations, reports, and presentations
• Tailor messaging to different audiences to maximise impact
• Build strong stakeholder relationships to embed insight into decision-making
• Act as a trusted partner, influencing and constructively challenging
• Manage third-party suppliers to deliver high-quality research and insight
• Manage multiple projects and priorities effectively
• Contribute to continuous improvement of insight and VoC capabilities
• Share best practice across teams

Skills

Analytical thinking

Stakeholder management

Insight storytelling

Commercial awareness

Collaborative working

Attention to detail

Education

Degree in statistics/psychology/research or related

Tools

Qualtrics

Power BI

Job description

About The Role

The Customer Insight Analyst plays a key role in bringing the voice of the customer into decision-making across Motability Operations. Working across the Voice of Customer (VoC) programme, you will combine data analysis and customer research to generate actionable insights that inform business decisions, improve customer experience, and support commercial outcomes.

As part of a collaborative Customer Insights & Analytics team, you will partner with Customer Experience (CX), Product, Marketing, and Data teams, as well as senior stakeholders and external agencies. Alongside the Research Manager, you will ensure insight is clear, accessible, and drives meaningful change.

• Analyse quantitative and qualitative customer data to identify trends, patterns, and opportunities
• Generate actionable, insight-led recommendations to inform decision-making and influence strategy
• Design and deliver quantitative and qualitative research to support customer experience and the VoC programme
• Translate complex analysis into clear, engaging insight and data visualisations
• Embed the customer perspective in analysis, linking insight to commercial outcomes
• Use feedback platforms to identify customer sentiment and emerging issues
• Manage third-party research and insight suppliers to ensure high-quality delivery
• Collaborate across teams to embed insight into decision-making
• Manage multiple priorities to deliver high-quality outputs
• Act as a trusted insight partner, providing expertise and constructive challenge

Key Responsibilities

Customer Insight & Analysis

• Analyse and synthesise data to generate actionable customer insights
• Identify key drivers of customer experience, behaviour, and satisfaction
• Work with customer data sources (e.g. Qualtrics) to extract, manipulate, and analyse data

Research & Voice of Customer

• Design and deliver customer experience research (quantitative and qualitative)
• Work across the VoC programme to interpret customer sentiment and journey insights
• Ensure outputs are robust, insight-led, and aligned to business priorities

Insight Communication & Storytelling

• Translate data into clear, compelling, and actionable insight
• Develop engaging visualisations, reports, and presentations
• Tailor messaging to different audiences to maximise impact

Stakeholder & Supplier Management

• Build strong stakeholder relationships to embed insight into decision-making
• Act as a trusted partner, influencing and constructively challenging
• Manage third-party suppliers to deliver high-quality research and insight

Delivery & Continuous Improvement

• Manage multiple projects and priorities effectively
• Contribute to continuous improvement of insight and VoC capabilities
• Share best practice across teams

About You

You are an experienced customer insight professional with strong analytical expertise and a passion for understanding customer behaviour. You are confident working across data and research, and able to synthesise complex information into clear, actionable insights that drive decision-making.

You combine customer focus with commercial awareness, ensuring insights deliver real business value. You are comfortable engaging and influencing stakeholders, and provide constructive challenge to improve outcomes.

You are collaborative, proactive, and highly organised, with the ability to manage multiple priorities while maintaining attention to detail. You are motivated by using data and insight to solve problems and improve customer experience.

Additional (Nice to Have)

• Experience using Qualtrics or similar research platforms
• Experience with Power BI or other data visualisation tools

Minimum criteria

• Degree (or equivalent experience) in a relevant field such as statistics, psychology, research or similar
• Proven experience in a customer insight, analytics, or research role
• Strong analytical skills, with the ability to generate actionable insights and recommendations
• Experience designing and delivering customer experience research (quantitative and qualitative), including survey design
• Ability to communicate insight through storytelling and data visualisation
• Strong stakeholder management and influencing skills, with experience engaging a range of audiences
• Experience working collaboratively across teams and embedding insight into decision-making
• Highly organised and methodical, with strong attention to detail and ability to manage multiple priorities
• Commercial awareness and ability to link insight to business outcomes
• Good understanding of research methodologies and VoC data

About The Company

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our Values Are At The Heart Of Everything We Do. They Represent Ambition, And We Look For Our People To Live And Breathe Them Every Day.

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they are rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.