JOB DESCRIPTION
Job Title:
Customer Insight Analyst
Date Evaluated:
Grade:
Department:
Strategy & Performance
Responsible to:
Customer Insight Manager
Purpose of post
To inform and support the Customer Insight function through effective performance
reporting and analysis across DCH.
To broaden the availability and use of effective customer data within the business
to drive service improvement and meet DCH strategic aims.
To work with the Customer Insight Manager to ensure the successful delivery of
targeted research and data analysis projects.
To monitor and provide customer feedback across DCH.
To support operational managers and staff teams in the effective interpretation of
insight data.
To advise on DCH’s approach to customer insight by maintaining a good
awareness of sector good practice and regulatory requirements.
Key duties and responsibilities
Customer research
1. To assist with the development of statistically valid surveys and other consultation
methods that meet the insight needs of DCH.
2. To carry out customer satisfaction, behaviour and attitude surveys across all
areas of service using a range of survey methods, as required.
3. To support the coordination of customer and staff surveys across DCH.
4. To monitor and provide updates on the progress of customer surveys and insight
initiatives.
5. To collate survey results, analyse research data and summarise key findings.
6. To ensure effective systems are in place for the capture and recording of
customer data including profile information.
7. To research external sources of information to support in-house data.
Customer complaints
1. To support the strategic management of the complaints and compliments process,
ensuring regular and effective reporting on performance.
2. To support the effective monitoring of customer feedback is in place for all areas of
customer service.
3. To support the process for organisational learning and action planning arising from
the satisfaction monitoring and complaints/compliments process.
Data validation, analysis and evidence
1. To liaise with service leads and other stakeholders to identify data analysis
needs.
2. To support the evidence and information needs of a range of strategic and
service improvement projects across the organisation.
3. To undertake statistical analysis of customer feedback and any other sources of
intelligence available to inform customer insight objectives.
4. To identify correlations and trends using large-scale interrogation and statistical
analysis techniques across DCH and external datasets.
5. To undertake validation and quality assurance of customer intelligence
information.
6. To identify any weaknesses in controls for collection of customer data and report
these to the Customer Insight Manager.
7. To ensure the use of information collected conforms to relevant legislation and
good practice.
.
Reporting
1. To provide customer insight data for inclusion in regular
manager/team/board reports as required.
2. To respond to one-off requests for customer intelligence from managers
and teams.
3. To support, in liaison with the Customer Insight Manager, the development
of reports that enable effective evidence based decision making for
managers and teams.
4. To provide customer insight data as required for the production of
benchmarking and regulatory returns such as HouseMark.
5. To proactively report research findings and outcomes to the Customer
Insight Manager for publication to managers and teams.
6. To ensure the provision of user-friendly results as appropriate for the
needs and abilities of a range of target audiences.
General
1. To
6 provide cover for other tasks within the Strategy and Performance Teams in
.
line
with team objectives and the team plan.
1
2. Provide support as required for tasks and objectives within the team plan
2. Undertake
3.
6
any appropriate training as required by the Group.
.
4. Adhere
to and promote the Group’s policies and procedures, with special
2
attention being given to the Equal Opportunities and Health and Safety Policies.
In particular to use any equipment in accordance with the instructions and any
training provided and wear personal protective clothing and safety equipment as
directed.
Whilst this job description attempts to cover the main duties and responsibilities of
the post it is not exhaustive. The post holder is therefore expected to undertake any
other reasonable duties within their capabilities and the scope of the post as
specified by their line manager. In such circumstances appropriate training will be
provided.
Fundamental changes to the job description will only be made after consultation with
the post holder(s).
PERSON SPECIFICATION
PERFORMANCE AND STATISTICS ANALYST
ATTRIBUTES
ESSENTIAL
DESIRABLE
JOB
KNOWLEDGE
Applied knowledge of statistical analysis and
reporting methods
Understanding of
performance requirements
in the housing sector.
An understanding of research methods and
analysis of results
Knowledge of statistical analysis tools and
applications
Knowledge and understanding of databases
and reporting tools
Good IT skills, including advanced
knowledge of Microsoft Excel or equivalent
analytical applications
A general awareness of performance
monitoring and targets.
JOB SKILLS
Producing reports for differing audiences
using Microsoft Office or equivalent
Presentation skills
Well developed analytical and proactive
problem solving skills
Ability to communicate statistical information
in an understandable and user-friendly
format
Customer service skills – ability to recognise
and meet in-house customer requirements
Ability to prioritise
Team working
EDUCATION
Educated to A-level standard or equivalent
including statistical or mathematical subjects
Degree level qualification in
a statistical subject
Relevant professional
qualification
EXPERIENCE
Demonstrable relevant work experience
requiring computer use, data/communication
skills and meeting deadlines.
Statistical reporting and data analysis.
Housing sector experience
Housing management
systems or generic
performance software.
Production of data for a
wide audience.
PERSONAL
ATTRIBUTES
Analytical and problem-solving skills
Ability to plan time effectively and keep to
deadlines
Self starter able to structure own work under
general guidance from manager
Pro-active and dynamic approach to work
Ability to communicate clearly both verbally
in and writing.
Flexibility and adaptability. Prepared to travel
and work outside core hours if required.
Sympathy for the values
and aims of the group