Customer Research & Insight Analyst

Stagecoach Group; Stockport; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Stagecoach Group is seeking an experienced customer insight professional to lead the Voice of Customer programme, shaping a customer-led culture by turning feedback into actionable insight and business impact.

You will design research, analyse datasets, develop dashboards and reporting, and partner with stakeholders across commercial, operations and marketing to drive evidence-based decisions that improve customer experience and performance.

Qualifications

• Proven experience in consumer and market research, or a related field.
• Experience managing Voice of Customer programmes, including survey design and performance tracking.
• Advanced experience using tools such as Excel, Tableau, Power BI, Q Research Software to analyse, visualise and communicate insight.
• Experience using survey platforms (e.g. Qualtrics, SurveyMonkey) to collect new data.
• Strong analytical skills with experience of analysing large customer, operational and transactional datasets.
• Ability to convey complex findings simply to diverse audiences.
• Knowledge of GDPR/data privacy regulations and ethical considerations.

Responsibilities

• Manage and continuously improve Stagecoach's Voice of Customer programmes, ensuring robust methodology, sampling and reporting approaches.
• Manage ongoing customer KPIs tracking survey and outputs, alignment to objectives, and build engagement in interpreting results.
• Lead or support development and delivery of customer research and insight projects, translating requests into scopes and proposals.
• Combine customer feedback, complaints, operational metrics and benchmarks to understand customer experience performance.
• Analyse data to identify trends, drivers and opportunities for improvement.
• Develop dashboards, reporting tools and visualisations to enable self-service insight for stakeholders.
• Collaborate with colleagues across customer, commercial, marketing and operations to act on results.
• Summarise and share insights from external bodies (e.g., Transport Focus, Institute of Customer Service).

Skills

Consumer research

Market research

Stakeholder management

Data analysis

Voice of Customer

Tools

Excel

Tableau

Power BI

Q Research Software

Job description

Salary N/a We’re looking for an experienced customer insight professional to work with us to drive a customer led culture through measuring what matters and surfacing opportunities to deliver customer value. You'll play a key role in shaping and evolving Stagecoach's Voice of Customer programme, ensuring robust customer feedback and operational data are transformed into actionable insight. You'll design and manage customer research programmes, analyse customer and operational datasets, develop insightful reporting and visualisations, and help colleagues across the business make evidence-based decisions that improve customer experience and business performance. You’ll have the chance to get involved in a wide range of research and insight activities; from end-to-end primary research design and dissemination of results, working with in-house and agency teams and supporting customer research programmes using appropriate quantitative and qualitative techniques where required. This is an exciting opportunity if you’re passionate about driving commercial impact by facilitating evidence-led decision making and empowering stakeholders to act.

Principal Accountabilities

Manage and continuously improve Stagecoach's Voice of Customer programmes, ensuring robust methodology, sampling and reporting approaches. Manage our ongoing customer KPIs tracking survey and outputs, maintaining alignment to strategic objectives, and building our people’s engagement and confidence in interpreting and using the results. Lead or support the development and delivery of customer research and insight projects as required. Translate stakeholder requests for new insight into project scopes and research proposals, setting out requirements, deliverables and commercial benefits, to inform commissioning and prioritisation of projects. Combine customer feedback, complaints, operational metrics and external benchmarks to develop a holistic understanding of customer experience performance. Analyse customer feedback, operational and behavioural data to identify trends, root causes and opportunities for improvement. Develop dashboards, reporting tools and visualisations that enable stakeholders to self‑serve insight and monitor customer experience performance. Working with colleagues across customer, commercial, marketing and operational disciplines to help them understand and act from the results. Summarise and share relevant new insights from Government, Transport and Customer external bodies (e.g. Transport Focus, Institute of Customer Service) with internal teams.

Person Requirements & Competencies

Proven experience in consumer and market research, or a related field, with ability to manage small to medium-sized insight projects end‑to‑end with minimal supervision. Experience of managing ongoing customer feedback or Voice of Customer programmes, including survey design, reporting and performance tracking including customer experience metrics such as NPS, CSAT, CES or equivalent customer performance measures. Advanced experience using tools such as Excel, Tableau, Power BI, Q Research Software or similar to analyse, visualise and communicate insight. Experience of using survey platforms (e.g. Qualtrics, SurveyMonkey or similar) to collect new data. Strong analytical skills with experience of analysing large customer, operational and transactional datasets, using data to identify drivers of customer satisfaction, complaints and business performance. Apply best practice research methodologies, including questionnaire design, sampling approaches and statistical analysis techniques to ensure insight is robust and representative. Proven understanding of quantitative research methods, sampling approaches and statistical concepts, with the ability to apply these in a commercial environment. Strong stakeholder management: building and maintaining excellent relationships with customers, suppliers, external organisations, groups across the organisation and senior leadership. Becoming a credible, trusted customer insight partner in the business. Excellent written and verbal communication skills, with the ability to convey complex findings simply to diverse audiences at all levels of expertise and seniority. Experience of using research and insight to influence audiences’ understanding of a subject and drive action. Genuine human centric ethos; Passionate about using customer feedback, research and data presented in ways that make real people act. Knowledge of data privacy regulations (e.g. GDPR) and ethical considerations.

Advantageous Requirements

Experience of analysing unstructured customer feedback, verbatim comments or complaints data would be advantageous. Experience of creating or managing dashboards or other tools for stakeholders to self‑serve data and insights would be advantageous. Curious about new approaches, technologies and ways of working, with an interest in how AI, automation and Large Language Models (LLMs) can enhance customer feedback programmes, uncover insight more efficiently and support better business decisions. Knowledge of inclusive research and service design approaches would be advantageous.

Stagecoach is a National business with offices across the country so fully remote working will be considered but there is an expectation of some travel to a base location periodically. Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and where all the differences people bring are truly appreciated. We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation, or age.

Location: Stagecoach Shared Service Centre One Exchange, 20 Railway Road Stockport SK1 3SW

Welcome to Stagecoach, the UK’s #1 bus company.

Every day we help millions of passengers get to the people and places that matter to them, connecting the communities we are proud to serve. Founded in 1980, Stagecoach has established itself as the UK’s largest transport operator, with services connecting more than 100 major towns and cities in England, Scotland, and Wales.

We work with our partners to deliver a greener, smarter, safer, healthier, and fairer country. Providing extensive expertise in commercial and contracted markets, we assist national and regional government to deliver on ambitious plans for their citizens, communities, and local economy. Our team of 26,000 employees are proud to serve our customers and be an integral part of their local communities.