Senior Customer Analysis & Reporting Manager

Govia Thameslink Railway; Greater London; On-site; GBP 80,000 - 110,000; Full time

Job summary

Govia Thameslink Railway is seeking a Senior Customer Analysis & Reporting Manager to turn data into strategic insights that drive growth and customer experience across the network. You will lead analytics, build dashboards, and partner with senior leaders to shape customer strategy.

Ideal candidates have strong customer analytics experience, advanced SQL/Power BI/Tableau skills, and a proven ability to translate data into actionable recommendations while developing a high‑performing team with

Qualifications

• Significant experience in customer analytics or reporting leadership.
• Advanced data analysis using SQL, Power BI, Tableau, Excel.
• Ability to influence senior stakeholders through storytelling.
• Experience leading reporting functions and teams.

Responsibilities

• Lead development of customer insight, analytics, and reporting strategies.
• Translate large datasets into actionable business recommendations.
• Partner with senior stakeholders to influence commercial decisions.
• Develop executive dashboards, KPIs, and reporting frameworks.
• Identify trends, opportunities, risks, and behavioural patterns.
• Lead segmentation, forecasting, and predictive analytics.
• Manage and develop a high-performing analytics team.
• Champion data quality, governance, and reporting standards.

Skills

Customer analytics

SQL

Power BI

Tableau

Excel

Stakeholder influence

Leadership

Communication

Continuous improvement

Job description

Senior Customer Analysis & Reporting Manager (3687)

Senior Customer Analysis & Reporting Manager

Turn Data into Decisions. Shape Customer Strategy. Drive Business Growth.

Are you passionate about uncovering the stories behind the numbers? Do you thrive on transforming complex customer data into meaningful insights that influence strategic decisions? If so, we have an exciting opportunity for a Senior Customer Analysis & Reporting Manager to join our team.

This is more than a reporting role. You'll be the driving force behind customer analytics, helping business leaders understand customer behaviour, identify growth opportunities, and deliver exceptional customer experiences through data-driven decision making.

What You'll Be Doing

As our Senior Customer Analysis & Reporting Manager, you will:

• Lead the development of customer insight, analytics, and reporting strategies.
• Translate large and complex datasets into clear, actionable business recommendations.
• Partner with senior stakeholders across the organisation to influence key commercial and customer decisions.
• Develop and maintain executive-level dashboards, KPIs, and reporting frameworks.
• Identify customer trends, opportunities, risks, and behavioural patterns that drive business performance.
• Lead customer segmentation, forecasting, and predictive analytics initiatives.
• Manage and develop a high-performing analytics team, fostering a culture of innovation and continuous improvement.
• Champion data quality, governance, and best-practice reporting standards.

What We're Looking For

You'll be a strategic thinker with a strong analytical mindset and a passion for customer insight.

You'll bring:

• Significant experience in customer analytics, business intelligence, or reporting leadership roles.
• Advanced data analysis skills using tools such as SQL, Power BI, Tableau, Excel, or similar platforms.
• Proven ability to influence senior stakeholders through insight-led storytelling.
• Experience managing reporting functions and leading high-performing teams.
• Strong commercial awareness and the ability to connect customer data to business outcomes.
• Excellent communication and presentation skills.
• A continuous improvement mindset with the confidence to challenge traditional thinking.

Please note that we reserve the right to close this vacancy earlier than the advertised closing date if we receive a high volume of suitable applications.

“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”

Tonderai Matizha-Johnson
Area Operations Manager

“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”

“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”

“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”

Nathaniel Owen
Station Manager

“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”

“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”

Zoey Hudson
Head of Talent, Diversity and Inclusion

“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”

“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”

“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”

Tonderai Matizha-Johnson
Area Operations Manager

“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”

“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”

“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”

Nathaniel Owen
Station Manager

“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”

“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”

Zoey Hudson
Head of Talent, Diversity and Inclusion

“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”

“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”