Salary

We’re looking for an experienced customer insight professional to work with us to drive a customer led culture through measuring what matters and surfacing opportunities to deliver customer value. You'll play a key role in shaping and evolving Stagecoach's Voice of Customer programme, ensuring robust customer feedback and operational data are transformed into actionable insight. You'll design and manage customer research programmes, analyse customer and operational datasets, develop insightful reporting and visualisations, and help colleagues across the business make evidence-based decisions that improve customer experience and business performance.

You’ll have the chance to get involved in a wide range of research and insight activities; from end-to-end primary research design and dissemination of results, working with in-house and agency teams and supporting customer research programmes using appropriate quantitative and qualitative techniques where required. This is an exciting opportunity if you’re passionate about driving commercial impact by facilitating evidence-led decision making and empowering stakeholders to act.

Principal Accountabilities

• Manage and continuously improve Stagecoach's Voice of Customer programmes, ensuring robust methodology, sampling and reporting approaches.

• Manage our ongoing customer KPIs tracking survey and outputs, maintaining alignment to strategic objectives, and building our people’s engagement and confidence in interpreting and using the results.

• Lead or support the development and delivery of customer research and insight projects as required.

• Translate stakeholder requests for new insight into project scopes and research proposals, setting out requirements, deliverables and commercial benefits, to inform commissioning and prioritisation of projects.

• Combine customer feedback, complaints, operational metrics and external benchmarks to develop a holistic understanding of customer experience performance.

• Analyse customer feedback, operational and behavioural data to identify trends, root causes and opportunities for improvement.

• Develop dashboards, reporting tools and visualisations that enable stakeholders to self-serve insight and monitor customer experience performance.

• Working with colleagues across customer, commercial, marketing and operational disciplines to help them understand and act from the results.

• Summarise and share relevant new insights from Government, Transport and Customer external bodies (e.g. Transport Focus, Institute of Customer Service) with internal teams.

Person Requirements – Qualifications, Experience & Competencies 

• Proven experience in consumer and market research, or a related field, with ability to manage small to medium-sized insight projects end-to-end with minimal supervision.

• Experience of managing ongoing customer feedback or Voice of Customer programmes, including survey design, reporting and performance tracking including customer experience metrics such as NPS, CSAT, CES or equivalent customer performance measures.

• Advanced experience using tools such as Excel, Tableau, Power BI, Q Research Software or similar to analyse, visualise and communicate insight.

• Experience of using survey platforms (e.g. Qualtrics, SurveyMonkey or similar) to collect new data.

• Strong analytical skills with experience of analysing large customer, operational and transactional datasets, using data to identify drivers of customer satisfaction, complaints and business performance.

• Apply best practice research methodologies, including questionnaire design, sampling approaches and statistical analysis techniques to ensure insight is robust and representative.

• Proven understanding of quantitative research methods, sampling approaches and statistical concepts, with the ability to apply these in a commercial environment.

• Strong stakeholder management: building and maintaining excellent relationships with customers, suppliers, external organisations, groups across the organisation and senior leadership. Becoming a credible, trusted customer insight partner in the business.

• Excellent written and verbal communication skills, with the ability to convey complex findings simply to diverse audiences at all levels of expertise and seniority.

• Experience of using research and insight to influence audiences’ understanding of a subject and drive action.

• Genuine human centric ethos; Passionate about using customer feedback, research and data presented in ways that make real people act. 

• Knowledge of data privacy regulations (e.g. GDPR) and ethical considerations.

Advantageous Requirements

• Experience of analysing unstructured customer feedback, verbatim comments or complaints data would be advantageous.

• Experience of creating or managing dashboards or other tools for stakeholders to self-serve data and insights would be advantageous.

• Curious about new approaches, technologies and ways of working, with an interest in how AI, automation and Large Language Models (LLMs) can enhance customer feedback programmes, uncover insight more efficiently and support better business decisions.

• Knowledge of inclusive research and service design approaches would be advantageous.

There is room for flexibility in both hours and work patterns so if you're interested please get in touch to discuss your situation. Stagecoach is a National business with offices across the country so fully remote working will be considered but there is an expectation of some travel to a base location perioically.

Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and where all the differences people bring are truly appreciated. We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation, or age.

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