Customer Research & Insight Analyst

United Utilities; Warrington; Hybrid; GBP 38,000 - 46,000; Full time

Benefits offered by this job

26 days annual leave

Pension with up to 14% employer

Performance-related bonus up to 7.5%

Company-funded healthcare plan

Flexible and hybrid working

Life assurance

Additional benefits

Job summary

United Utilities is looking for a Customer Research & Insight Analyst to turn customer feedback and data into actionable insight, helping shape services across the North West. You will join a high-performing insight team to deliver research projects, analyse complex datasets and translate findings into clear business recommendations.

You will work with the Customer Research & Insight Manager and Lead to bring data to life through engaging reports, presentations and visual storytelling,

Qualifications

• Degree-level education (or equivalent experience) in a research, statistics, social sciences, psychology, marketing or business field.
• Experience in customer insight, research, analytical or market research environments.
• Experience in either client-side insight teams or market research agencies.

Responsibilities

• Deliver customer research and insight projects to understand customer needs, behaviours and expectations.
• Analyse datasets to identify trends and opportunities for improvement and influence decisions.
• Coordinate research projects to ensure timely delivery and budget compliance.
• Present findings and recommendations to stakeholders across the organisation.
• Draft surveys and discussion guides and support the In the Flow customer community panel.

Skills

Analytical skills

Storytelling with data

Effective communication

Stakeholder engagement

Excel

SPSS

Q / Displayr

Education

Degree-level education (or equivalent) in a relevant discipline

Tools

SPSS

Q

Displayr

Job description

Salary: £41,961
Band 5b
Location: Lingley Mere, Warrington
Hybrid Working: 3 days per week onsite
Hours: 37 hours per week, Full Time

Turn Customer Research & Data into Meaningful Insight
At United Utilities, understanding our customers helps shape the services we provide today and the investment decisions we make for the future. Every survey, piece of feedback and operational data point has the potential to improve customer experiences across the North West.

We're looking for a talented Customer Research & Insight Analyst to help bring the voice of the customer to life. This is an exciting opportunity for someone with a passion for research, analysis and storytelling through data who wants to develop their career within a high-performing customer insight team.

Working alongside the Customer Research & Insight Manager and Customer Research & Insight Lead, you'll play a key role in delivering research projects, analysing complex datasets and transforming findings into clear, compelling insight that influences business decisions.
Whether you're already working in an insight role or have gained experience within a market research agency, this role offers the chance to broaden your skills and make a real impact.

What You'll Be Doing

As a Customer Research & Insight Analyst, you'll support the delivery of United Utilities' customer research and insight programme, helping colleagues across the organisation better understand customer needs, behaviours and expectations.
You will:

• Deliver customer research and insight projects, helping colleagues better understand customer needs, behaviours and expectations.
• Support larger strategic research programmes and regulatory studies led by the Customer Research & Insight Manager and Lead.
• Analyse customer research, operational and customer experience data to identify trends, insights and opportunities for improvement.
• Coordinate research projects to ensure they are delivered on time, to budget and to a high standard.
• Bring data to life through engaging reports, presentations and visual storytelling.
• Combine evidence from multiple sources to develop clear insight that supports business decision-making.
• Draft research materials, including surveys, questionnaires and discussion guides.
• Present findings and recommendations to stakeholders across the organisation.
• Support and develop our In the Flow customer community panel, helping maximise its value as a source of customer insight.
• Ensure research outputs are accurate, robust and appropriately documented to support decision-making and regulatory requirements.
• Maintain and develop awareness of emerging research methodologies, technologies and industry best practice.
• Track and evidence how customer insight influences decisions, helping ensure research findings are acted upon and supporting compliance with regulatory requirements.
• Champion the voice of the customer and help turn insight into meaningful action

What We're Looking For

We're looking for a curious and analytical individual who enjoys uncovering stories in data and translating them into meaningful insight.
You'll bring:

• Degree-level education (or equivalent experience), ideally within a research, statistics, social sciences, psychology, marketing or business-related discipline.
• Experience within a customer insight, research, analytical or market research environment.
• Previous experience within either a client-side insight team or market research agency.
• Knowledge of both qualitative and quantitative research methodologies and when to apply them.
• Strong analytical skills and confidence working with survey and customer data.
• Experience using Excel and research or data analysis tools such as SPSS, Q, Displayr or similar platforms.
• The ability to translate data into clear findings, compelling stories and engaging presentations.
• Excellent attention to detail and a focus on data quality.
• Strong organisational and time management skills, with the ability to manage multiple priorities and deadlines.
• Effective communication skills and confidence engaging with stakeholders.
• Awareness of research ethics, governance and data protection requirements.
• A genuine curiosity about customers and a desire to continuously develop your research and insight skills.

Why Join United Utilities?

This is a fantastic opportunity to develop your career within a highly respected customer insight function, working on research that directly influences business decisions and improves experiences for millions of customers.

In return, we offer:

• 26 days annual leave, increasing to 30 days after four years, plus bank holidays
• Competitive pension scheme with up to 14% employer contribution
• Performance-related bonus of up to 7.5%
• Company-funded healthcare plan
• Flexible and hybrid working arrangements
• Life assurance
• Access to a comprehensive range of additional benefits

Join Us
At United Utilities, we're committed to delivering great customer experiences while building a stronger, more sustainable future for the North West.As our Customer Research & Insight Analyst, you'll help transform customer feedback and data into powerful insights that shape decisions across the organisation. You'll work on a diverse range of research projects, develop valuable technical expertise and play a key role in ensuring the customer voice is heard.