Customer and Market Analyst

Supporting the Senior Operations Insight Analyst and wider Customer & Market Insight team, you will help deliver high-quality customer, market and operational insight through the effective management, analysis and reporting of data.

You will be part of a skilled analytical team that provides customer and market insight to support service improvement, customer experience measurement, strategic planning and operational decision-making.

A key part of the role will be preparing and managing customer data and research samples, maintaining reporting solutions, and ensuring stakeholders have access to robust, timely and accurate evidence.

You will identify, source, manage and analyse customer, market and operational datasets to provide actionable insight to a wide range of stakeholders.

You will:

• Prepare, manage and quality assure customer research samples in accordance with governance and data protection requirements.
• Develop and maintain customer and market reporting using Power BI and other analytical tools.
• Extract, cleanse, transform and analyse data from multiple internal and external sources.
• Support the delivery of HM Land Registry's customer insight and Voice of the Customer programmes through effective data management and reporting.
• Produce regular dashboards, reports and insight products for senior leaders and strategic stakeholders.
• Support the Senior Operations Insight analyst with the development and maintenance of customer experience measures, KPIs and insight frameworks.
• Identify trends, patterns and opportunities within customer and market data to support service improvement and evidence-based decision making.
• Work closely with customer researchers, insight specialists, operational colleagues and service teams to ensure data is accessible, accurate and fit for purpose.
• Maintain high standards of data quality, documentation and analytical governance.

Essential technical skills and qualifications;

• Degree in a numerate subject (including but not limited to maths, statistics, economics, business analytics or data science) or substantial, relevant work experience.
• Experience in data analysis, performance analysis or a similar analytical role, ideally in a data-driven environment.
• Proficiency in Power BI or similar business analytics tools, and a working knowledge of SQL, R and/or Python.

Essential experience;

Experience of translating organisational priorities and business objectives into meaningful customer, market or operational measures, helping stakeholders understand performance, track outcomes and support evidence-based decision making.

Experience of delivering high-quality analytical products and services that meet stakeholder needs, using data and insight to identify trends, support service improvement, inform prioritisation and ensure evidence is accessible, accurate and fit for purpose.

Experience of working with and providing analysis at different stages of the customer journey.

Experience of analysing, interpreting and communicating complex data to a range of audiences, producing clear, compelling and actionable insight that informs decisions, supports continuous improvement and contributes to better customer and business outcomes.