Customer Insights Analyst
| Posting date: | 11 February 2025 |
|---|---|
| Salary: | £41,055 to £44,415 per year |
| Hours: | Full time |
| Closing date: | 23 February 2025 |
| Location: | Bristol |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 390642/2 |
Summary
We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.
Representing the best covenant in the UK – His Majesty’s Government – we are leading transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme, as well as delivering modern, cost-effective real estate service solutions.
Innovation and progress are at the heart of our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. And we’re dedicated to becoming a leading, inclusive employer both in the external market and throughout the Civil Service. Our strong emphasis on Equity, Diversity, and Inclusion (EDI) is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces.
Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth. We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.
The GPA is committed to representing the communities we serve by making Diversity, Equality and Inclusion part of everything we do.
To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.
The Workplace Experience Team is a high-performing, motivated and collaborative team responsible for delivering a portfolio of customer-focused work that includes Workplace Change, the Customer Experience function and Customer Insight.
The Customer Insight function is responsible for ensuring the voice of our customers (Civil Servants and the wider public sector) is represented in delivering great places to work across government. We play an integral role in using customer insight and data to influence workplace design, strategies and a culture of continuous improvement.
The post holder will focus primarily on gathering and analysing customer insight, from multiple sources, and using that insight to identify trends and make recommendations that supports and enables the continuous improvement of workplace and remote working experience, smarter working and GPA services.
The successful candidate will work with stakeholders across the GPA and government and with commercial partners, ensuring that customer insight informs workplace strategies through data-driven conversations and evidence-based decision making.
As the Customer Insights Analyst you will be supporting the GPA with the delivery of great places to work within Government Hubs, the GPA portfolio and wider government transformation programmes, your specific responsibilities will include:
- Delivering customer research activities, ranging from interviews, focus groups and observations to designing and delivering surveys or larger research pieces
- Analysing insights gathered from multiple platforms (qualitative and quantitative), identifying trends and recommendations and presenting findings in an engaging and visual manner
- Disseminating insight to non-technical audiences using strong interpersonal skills to help stakeholders apply findings
- Identifying other platforms or opportunities for gathering insights to bring more value to GPA and our customers
- Using customer experience techniques such as personas and journey mapping to aid in understanding who our customers are and what they need
- Building and maintaining excellent stakeholder relationships at all levels, including regular reporting to senior management
- Managing other staff, providing leadership, advice and support, while using your technical expertise to build capability across the team
- Engaging with and gaining feedback from stakeholders to ensure that the insights gathered is delivering as much business value as possible
- Identifying and driving forward innovative approaches and ideas to understand customer experience
Proud member of the Disability Confident employer scheme