Customer Impact Analyst

Your responsibilities will include helping to shape our disruption management plans and refine these based on customer feedback, organising and overseeing data collection from surveys, mystery shopping, and face to face feedback sessions. You will also act as the key contact for commercial data analysis relating to TRU, helping to support the delivery of our Customer Manifesto. Crucially, you will provide insights to the wider business and clearly communicate findings and successes to stakeholders, ensuring decisions are driven by data and customer needs.

Who are we looking for?

As this role is dealing with data, you will have a degree or equivalent in a discipline that demonstrates strong analytical and quantitative thinking. You’ll be an organised, approachable, and reliable professional, with excellent verbal and written communication skills to convey key information to colleagues and third-party stakeholders. We’re looking for someone who is good with people and great in a team – a natural when it comes to collaboration.

You will have 3 years’ experience in an analyst or equivalent role working with customer and commercial data, which might have included analysing demand volumes, specifying customer satisfaction surveys, or drawing insights from social media feedback. You will be proficient with the Microsoft Office suite and possess the aptitude to quickly learn how to use bespoke industry systems. Knowledge of the rail industry is a bonus, however we welcome candidates from outside the transport sector.

If that sounds like the right fit for you, we’d love to hear from you, please click apply and complete an application form.

What we offer

Excellent career prospects.
A personal development plan.
Structured training and development.
Competitive salary paid on 4 weekly basis.
Generous annual leave entitlement.
Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years’ service* for you and your dependants*.
Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there’s someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home.
Option to join the Railway Pension Scheme with significant employer contributions.
Family friendly maternity and paternity benefits.
Plus, high street and lifestyle discounts as well as a cycle to work scheme.

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