Customer Insight Analyst, Wolverhampton

Marston's PLC; West Midlands Combined Authority; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading company in the hospitality sector is seeking a Customer Insight Analyst to enhance guest experience through data analysis and actionable insights. The role requires strong analytical skills combined with a proactive approach to problem-solving in a dynamic environment.

Benefits

Apprenticeship programmes

Enhanced Maternity & Paternity Leave

30% off in Marston’s pubs

Discounter platform for major retailers

Share save incentive scheme

Employee assistance programme

Qualifications

• Experience in customer insight or data analysis required.
• Retail, FMCG, or Hospitality background desirable.
• Strong commitment to enhancing guest experiences.

Responsibilities

• Gather and analyze customer feedback to improve guest experience.
• Develop dashboards and reports to track guest sentiment.
• Support key business projects with actionable insights.

Skills

Data interpretation

Presentation skills

Excel proficiency

Data visualization

Problem solving

Education

Bachelor's Degree in analytical or marketing field

Master's Degree in relevant field

Tools

Power BI

Job description

Customer Insight Analyst Salary up to £45k per annum

We are looking for a Customer Insight Analyst to join our Guest & Operational Excellence function. This is an exciting new role which will be integral to the delivery of Marston's strategy to be the UK’s number 1 local pub company.

The Customer Insight Analyst will be responsible for gathering, analysing and interpreting customer data to provide actionable insights that enhance guest experience. This role involves working closely with a variety of business teams to identify areas for improvement and support the implementation of strategies and initiatives designed to drive guest excellence and consistency of delivery. This is an agile role, with the requirement to work 2-3 days per week from our modern offices in the centre of Wolverhampton. Travel to some of our pubs will also be required.

With a new business strategy and bigger than ever focus on delivering for our guest there has never been a more exciting time to join the business. So, if you’re self-motivated and wish to work in a positive environment for a company that genuinely values and respects its staff – then Marston’s is right up your street.

This role would likely suit a range of backgrounds; an experienced customer analyst, a data-minded marketeer looking to gain further exposure in an insight role, or a capable data graduate looking to hit the ground running in a challenging role. Exciting opportunities like this one really don’t crop up too often; so, don’t delay with your application.

Key responsibilities:

• Supporting the Head of Guest Experience to develop all aspects of the guest experience strategy within the business including collation, analysis, insight, application and action planning of guest touchpoint data.
• Analyse customer feedback from a range of sources (e.g. satisfaction surveys, social reviews, complaints, panels) alongside relevant business data to continually evaluate and improve Marston’s guest experience
• Utilise the core business CX platform, Reputation, and other data analytics tools to identify trends, patterns and focus areas for improvement using a combination of quantitative and qualitative techniques
• Develop and maintain dashboards and reports to closely track and monitor changes in guest sentiment
• Conduct regular industry and competitor benchmarking ensuring intelligence datasets are up to date and accurate
• Support key business projects and initiatives with regular analysis, reporting and insights translating complex data into actionable recommendations for improvement
• Produce regular reports and presentation decks for senior management and stakeholder teams
• Support a variety of stakeholders to build self-serve dashboards (Power BI) and reporting within our CX platform

What we're looking for:

• Experience in a customer insight or data analysis role is essential. Retail, FMCG or Hospitality background desirable
• Bachelors Degree in an analytical or marketing based field. Masters Degree a plus.
• Proficiency in Excel is essential, knowledge of Power BI highly desirable
• Strong ability to interpret complex data and provide clear, actionable insights
• Effective presentation-building, storytelling and data visualisation skills essential
• The ability to work at pace, prioritise as needed and work to multiple deadlines
• Positive and passionate approach to problem solving, with the ability to explain findings concisely and clearly to a non-technical audience
• Proactive and enthusiastic, with a strong commitment to improving experiences for Marston’s guests

What you get from us -At Marston’s we put our people first, which is why we offer real benefits alongside the expected, these include:

•Apprenticeship programmes- offering training & development at any stage of your career

•Enhanced Maternity & Paternity Leave(Subject to 26 weeks service at 15 weeks prior to EWC)

• 30% off in Marston’s pubs and 20% off accommodation through our privilege card

• Marston’s Cheers Platform (discounts on many high street and online major retailers)

• Share save incentive scheme

• Employee assistance programme-including various wellbeing support services, a completely confidential 24/7 helpline, up to 6 counselling sessions and more online services

Come as you are. Personality and passion are so important. No judgement on where you’ve come from, or your story to date, just a need for the right attitude and an ambition that matches ours. We’ll accept you and celebrate you for being you.

We can’t wait to see what we can make happen together.#MarstonsWherePeopleMakePubs