Customer & Market Insight Lead

Arriva; Leicester; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading public transport provider in the UK is seeking a skilled Customer Insight & Market Strategy Analyst to transform customer data into actionable insights. The ideal candidate will have proven experience in market research and strong analytical skills, along with familiarity in tools like Tableau and SQL. This role offers a hybrid working environment and comprehensive benefits.

Benefits

Professional development opportunities

Comprehensive benefits package

Hybrid working

Qualifications

• Proven experience in customer insight or market research.
• Strong analytical skills with data storytelling abilities.
• Ability to translate complex findings into actionable strategies.

Responsibilities

• Manage customer data for network proposition and optimization.
• Analyze market performance and forecast changes.
• Support franchises with tailored market intelligence.

Skills

Data visualization

Analytical skills

Communication skills

Market research

SQL

Tools

Tableau

Power BI

GIS mapping

Excel

Job description

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Client:

Arriva

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Other

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EU work permit required:

Yes

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Job Reference:

3f5433ec630e

Job Views:

15

Posted:

01.08.2025

Expiry Date:

15.09.2025

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Job Description:

Drive Commercial Strategy Through Insight.
At Arriva UK Bus, we’re transforming how we understand and serve our customers. As part of this ambition, we're looking for a skilled and curious

Customer Insight & Market Strategy Analyst to join our team. You will play a pivotal role in shaping our commercial decisions by delivering powerful insight rooted in customer behaviour, market dynamics, and data storytelling.

What You’ll Be Doing:

Customer Data Management for Network Proposition & Optimisation

Harness and manage a range of customer data sets (origin-destination, demographics, open data) to build granular demand models.

Use spatial analytics and market segmentation to reveal emerging patterns within neighbourhoods.

Support creative data collaboration across teams to enable smarter decision-making.

Marketing Analytics

Apply demographic, behavioural and spend data to paint a complete picture of customer needs and journeys.

Transform complex datasets into visual and actionable insights, guiding stakeholders with clear recommendations.

Identify growth opportunities and support campaign targeting with localised intelligence.

Market Performance

Track and forecast local and regional change through predictive analytics, spend behaviour and demographic shifts.

Benchmark route and regional performance against internal and external data sources.

Develop new performance monitors and enrich existing survey data with pricing and external spend insight.

Concessionary Development

Strengthen the evidence base for concessionary fare reimbursement models and calculators.

Map and analyse urban-rural classifications, demographic trends, and retirement population clusters to support targeted scheme planning.

Franchising Support

Provide the franchise and bidding teams with tailored market intelligence and competitor analysis.

Contribute to network proposition development and deepen relationships with local authorities.

Customer Satisfaction (CSAT) Strategy

Own and optimise CSAT insights for AUKB, working proactively to enhance surveys and engagement.

Partner with industry stakeholders to share best practices and improve performance.

What We’re Looking For:

Proven experience in customer insight, market research, commercial analysis or data strategy.

Strong analytical skills with expertise in data visualisation, storytelling, and interpretation of large datasets.

Ability to translate complex findings into clear, actionable business strategies.

Familiarity with tools such as GIS mapping, Tableau/Power BI, Excel, SQL or similar platforms.

Experience working with demographic, spatial, or spend data is highly desirable.

Strong communication skills and confidence working with non-technical stakeholders.

Why Join Us?

Be a strategic voice in shaping one of the UK’s largest public transport networks.

Make a tangible difference to customer experiences and local communities.

Work within a collaborative, supportive environment that values innovation and curiosity.

Enjoy hybrid working, professional development opportunities, and a comprehensive benefits package.