Customer Insight Lead

Active Matter; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading UK train operator is seeking a Voice of Customer Lead to establish and enhance customer feedback strategies. This pivotal role involves analyzing traveller experiences and shaping insights to guide improvements in services. The ideal candidate has proven expertise in customer insights and demonstrates strong analytical skills. The position offers a competitive package with benefits like private healthcare and generous annual leave.

Benefits

Private healthcare

28-days annual leave

Latest tech and software tools

Qualifications

• Proven experience in improving customer service backed by evidence.
• Strong synthesis of qualitative and quantitative feedback into actionable insights.
• Confident in using BI tools like Power BI and handling complex data.

Responsibilities

• Set and evolve Voice of Customer strategy and measurement.
• Lead VoC operations including surveys and social listening.
• Translate data into actionable opportunities.
• Establish reporting rhythms and clear outputs for stakeholders.
• Continuously improve the VoC system and its processes.

Skills

Experience in delivering Voice of Customer strategy

Ability to synthesise qualitative and quantitative inputs

Working with dashboards and data (Power BI or similar)

Excellent written and verbal communication

Strong stakeholder skills

Knowledge of customer survey and feedback platforms

Job description

We’re establishing a programme to help improve how travellers experience rail services for one of the UK’s leading train operators.

We’re looking for someone who can help shape the Voice of Customer strategy and lead the ongoing insights programme. You’ll be the connective layer between customer feedback, operational reality, commercial objectives, and the decisions teams make to improve the digital and physical passenger experience.

This role is for a person with a curious and analytical mindset. You find the patterns in the chaos, you spot improvement opportunities, you bring structure, and you make insights and evidence actionable.

What you’ll do :

• Help set and evolve the Voice of Customer strategy: how we show up in the experience, what we ask, how we measure it, and how it links to customer experience outcomes.
• Lead VoC operations across channels (quant surveys, customer relations themes, qual research, social listening, and other available sources).
• Triage and prioritise incoming feedback and signals, flagging issues and emerging trends.
• Translate raw data into insight: identify themes, drivers, and actionable opportunities.
• Collaborate with client stakeholders across business units to ensure feedback meaningfully shapes real-world planning and roadmaps
• Establish a reporting rhythm and templates: weekly monitoring, monthly insight packs, and periodic deep dives.
• Produce insight outputs that leaders can understand and act on. Clear story, clear recommendations, clear next steps, and owners.
• Use automation and AI tools where helpful to speed up analysis and synthesis, summarise qualitative feedback, and streamline workflows.
• Improve the VoC system continuously: processes, templates, governance, and ways of working.

Requirements

The ideal person will have :

• Proven experience in delivering Voice of Customer strategy, customer insight, research and evidence-backed service improvement.
• Strong ability to synthesise qualitative and quantitative inputs into themes and practical actions.
• Confident working with dashboards and data (Power BI or similar)
• Excellent written and verbal communication. You can turn complex themes into a clear narrative.
• Strong stakeholder skills. You can influence and engage at a leadership level, and keep cross-functional work moving.
• Good working knowledge of customer survey and feedback platforms, and BI dashboards

Benefits

This is a 12-month FTC to begin with, as well as a competitive package, benefits include :

• Private healthcare
• 28-days annual leave (not including bank holidays)
• The latest tech, software and tools to do your best work