Customer & Market Insight Lead

Arriva Group; Thurmaston; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in public transport is seeking a Customer Insight & Market Strategy Analyst to enhance commercial strategy through customer data and market analysis. The role involves managing customer data, applying marketing analytics, and supporting strategic decisions to improve customer satisfaction and operational performance. Join a collaborative environment that values innovation and offers hybrid working and professional development opportunities.

Benefits

Hybrid working

Professional development opportunities

Comprehensive benefits package

Qualifications

• Proven experience in customer insight, market research, or data strategy.
• Strong analytical skills with expertise in data visualization.
• Ability to translate complex findings into actionable strategies.

Responsibilities

• Manage customer data sets to build demand models.
• Transform complex datasets into actionable insights.
• Track and forecast local market changes through analytics.

Skills

Analytical Skills

Data Visualization

Storytelling

Communication

Education

Experience in customer insight or market research

Tools

GIS mapping

Tableau

Power BI

Excel

SQL

Job description

Customer Insight & Market Strategy Analyst

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.