Customer Insight Analyst – Data‑Driven Customer Experience

About the role

Join MEARS GROUP PLC as a Customer Insight Analyst and become the voice behind a better customer experience. You will turn raw data into compelling stories, uncover trends and drive improvements that directly impact how customers interact with our services.

Key responsibilities

• Analyse customer feedback, satisfaction scores and service performance data to champion the customer’s voice.
• Map customer journeys, identify pain points and recommend enhancements.
• Transform complex datasets into clear, actionable insights for business decisions.
• Interpret and maintain Power BI dashboards and reports for performance monitoring.
• Investigate trends, root causes and recurring issues to support problem resolution.
• Collaborate with operational supervisors, managers and stakeholders to develop solutions.
• Monitor key performance metrics and highlight opportunities for service improvement.
• Present findings in concise, impactful formats that drive action.

Required profile

• Curious and motivated to understand why things happen.
• Strong communicator able to explain data to varied audiences.
• Passionate about improving customer outcomes.
• Proactive, solution‑focused and results‑driven.
• Team player who builds strong cross‑functional relationships.

Required skills

• Power BI

What we offer

• Permanent, full‑time contract (42.5 hours/week).
• Competitive salary up to £31,101.84 per year.
• Office‑based role in Milton Keynes, Monday‑to‑Friday schedule.
• Opportunity to influence customer experience and drive continuous improvement.