Senior Insight Analyst
Senior Insight Analyst
Are you an experience analyst who’s ready for their next move? Are you ready to join a brand new team to work on the most prestigious rail line in the UK? If so... read on...!
After the exciting launch of our new AZUMA’s (new trains!) this month we have had the opportunity to build a brand new digital team here at LNER, preparing to catapult the railway in to the future. This has opened up a number of jobs that will be integral to help us deliver our ambition but to also give some unique career experience in the transport industry.
As the Senior Insight Analyst you will be a key part of developing our future Digital strategy, partnering with Digital stakeholders to understand their needs and to ensure that the Digital team has the necessary resources to hit their targets. You’ll be able to inspire and influence our Digital stakeholders through actionable and compelling insights.
You’ll be the internal Digital customer champion and represent them and their needs, while we develop our new Digital strategy. While also taking in consideration the wider customer context to ensure that our customer insights are aligned across the business and focus the business on the areas that have the biggest return on investment.
I will be an agent of change across the Digital business, driving real business impact, leading to consistent and demonstrable improvement of customer satisfaction, ensuring all our wonderful customers experience the digital experience the expect.
We need you to manage our new Digital Voice Of The Customer program, to understand our Digital customer using data around satisfaction and NPS and recommend opportunities to the business that will integral to developing and shaping our Digital offer.
You’ll be the go to person for all things ‘Digital Customer’, engaging with internal and external stakeholders, to understand needs and deliver clear, concise and actionable recommendations and focus the team on the opportunities that will best drive our online market share. This will be done through effective management of our relationships with Watch My Competitor and Future Foundation, ensuring that we get good value from these relationships and mining their material to deliver insights into the business.
Using your expert research & data gathering you’ll be able to consistently provide concise and unambiguous recommendations, so that stakeholders are clear on what is ‘right for the customer’, using your commercialization and storytelling skills to enable action and inspire innovation to create a holistic understanding of the Digital customer, pulling together all available data sources and highlighting the relative impact they have on customer experience, to tell one comprehensive story.
You’ll own the Ipsos relationship on a day to day basis, but also put together an annual plan, of how best to deliver this resource into the business; growing awareness and gravitas of our Viewpoint panel key stakeholder groups within the business, promoting its benefits and varied usages, creating excitement and interest around the customer research panel as a valuable company resource.
Sounds exciting right?! Of course as with any specialist role there are a few “must haves” we need to see...
We would love to see really strong experience for mining data for insight, extensive experience with quantitative research & an excellent track record in managing external agencies to ensure we get exceptional value for money.
If you feel you can help us change the way we work & be part of the most prestigious UK rail line in the UK, it’s time to dust off your CV & click “apply”.
We look forward to reading over your application.
Benefits:Final salary pension scheme. Free Travel on London North Eastern Railway services - for you and your dependents.75% discount on all other Train Operating Companies leisure services. 50% discount on tickets purchased for friends and family.Salary sacrifice child care vouchers. *T&C apply.