Customer Insight Analyst

At NHS Property Services, our people are at the heart of everything we do. We're committed to creating a workplace where colleagues feel valued, supported and empowered to make a meaningful impact. As part of our mission to Get, Grow and Keep Great People, we continue to strengthen how we deliver safe, sustainable and customer‑focused services across our estate. We now have a fantastic opportunity for a Customer Insight Analyst to join our team. This role is ideal for someone who is passionate about understanding customer needs, confident working with data, and motivated by turning insight into meaningful action that drives organisational improvement. About the Role As a Customer Insight Analyst, you will lead research and insight programmes that help shape how NHS Property Services delivers for its customers. Using a blend of qualitative and quantitative methods, you'll gather feedback, analyse trends, and translate findings into clear, actionable recommendations that support strategic decision‑making. You'll work closely with colleagues across Product, Marketing, Delivery, Customer and Data teams to ensure insights are embedded into our services, processes and performance frameworks. You will also play a key role in improving data quality, strengthening governance, and supporting the development of our annual customer insights report. This is a highly collaborative role where your work will directly influence how we improve customer experience across the organisation. Who You Are You're a curious, analytical and customer‑focused professional with experience in mixture of research methods and insight generation. You're confident engaging with senior stakeholders, conducting interviews, and interpreting complex information. You bring strong communication skills, a proactive mindset and a passion for turning data into meaningful action. Above all, you care about improving customer experience and helping teams make informed, evidence‑based decisions. Key Responsibilities • Lead customer research programmes, including email surveys and interviews, ensuring insights are accurate, actionable and continuously improved. • Conduct qualitative interviews with senior healthcare property stakeholders, applying strong sector knowledge. • Partner with internal teams on customer and organisational research initiatives. • Collaborate with Product, Marketing, Delivery and Customer teams to translate insights into action and contribute to the annual customer insights report. • Work with CRM and Power BI teams to enhance reporting processes, define roadmaps and support solution design. • Improve business process efficiency and proactively implement smarter ways of working. • Act as a data steward, ensuring good governance, data integrity and effective performance goal setting. • Analyse structured and unstructured data to identify improvement opportunities and provide evidence‑based recommendations. • Serve as a link between colleagues and customers, ensuring aligned feedback touchpoints and a consistent customer experience. • Can handle routine tasks and social interactions within a work environment. Ability to absorb policy and guidance necessary for the role. Where you'll be This is a 24‑month fixed‑term contract offering flexible working. The salary starts from £38,000 per annum. We understand how important life is outside of work so, as well as a competitive salary we will also offer: • 27 days annual leave + 8 days bank holiday with the option of buying additional weeks' leave. • A Smarter Working Policy, empowering you to choose the location of how and where you work according to your daily activities. • Training and development opportunities, providing opportunities for our colleagues to develop and progress their careers at all levels through our Professional Excellence Framework. • SMART Pension contribution to which the company will contribute up to 6% • A range of flexible benefits, including NHS retail discounts and Cycle to Work Scheme. • We have a great Colleague Assistance Programme and offer support for all areas of life. An organisation with a purpose… We are an organisation with a passion for giving back. Putting money back into the NHS, raising £150,000 over 3 years for our charity partner Young Lives vs Cancer, supporting colleagues to volunteer within their local communities, and being committed to creating a sustainable working environment on our pledge to become net zero carbon by 2050. We understand that it's important to feel like the work you do is having a meaningful impact on society, and through our approach to being responsible for business, we make sure that every colleague is given the opportunity to make a difference. At NHS Property Services, we're committed to creating an inclusive workplace where everyone can thrive. We welcome applications from disabled people and will make reasonable adjustments throughout the recruitment process and in the workplace to support your needs. If you require any support or adjustments, please let us know - we're here to help We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential. We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications. Check out more about Life at NHSPS on our LinkedIn page! Desired Skills and Experience Lead customer research programmes, including email surveys and interviews, ensuring insights are accurate, actionable and continuously improved. Conduct qualitative interviews with senior healthcare property stakeholders, applying strong sector knowledge. Partner with internal teams on customer and organisational research initiatives. Collaborate with Product, Marketing, Delivery and Customer teams to translate insights into action and contribute to the annual customer insights report. Work with CRM and Power BI teams to enhance reporting processes, define roadmaps and support solution design. Improve business process efficiency and proactively implement smarter ways of working. Act as a data steward, ensuring good governance, data integrity and effective performance goal setting. Analyse structured and unstructured data to identify improvement opportunities and provide evidence‑based recommendations. Serve as a link between colleagues and customers, ensuring aligned feedback touchpoints and a consistent customer experience. Can handle routine tasks and social interactions within a work environment. Ability to absorb policy and guidance necessary for the role.