Customer Experience Insight Analyst

AutoGlass; Bedford; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A leading vehicle glass repair company in Bedford is seeking a Customer Experience (CX) Insight Analyst. This role focuses on transforming customer feedback into actionable insights to improve satisfaction and conversion rates. Candidates should have experience with Qualtrics, strong analytical skills, and proficiency in data visualization tools like Power BI or Tableau. The role offers a salary of up to £45,000 plus performance bonuses and benefits in a hybrid working environment.

Benefits

Up to 20% annual company performance-related bonus

Private Medical

25 days annual leave + bank holidays

Competitive pension

Qualifications

• Proven experience with customer feedback analysis and insight generation.
• Strong analytical skills for trend identification in customer journeys.
• Skilled in monitoring CX metrics and identifying actionable insights.

Responsibilities

• Manage and optimize the VOC platform to capture and analyze customer feedback.
• Deliver clear, actionable insights through dashboards and reports.
• Monitor CX metrics and identify trends for strategic decisions.

Skills

Experience with Qualtrics

Strong analytical skills

Data visualization skills (Power BI/Tableau)

SQL/Snowflake

Effective communication to non-technical stakeholders

Tools

Qualtrics

Power BI

Tableau

Job description

## Customer Experience Insight Analyst**Contract Type:**Regular**About Autoglass and Laddaw**We’re a and we know where we’re going. We never stand still. We’re relentless,innovativeand ambitious, always looking to go further and improve, which creates a world where we need genuine and driven people to help us get there.**Making a Difference Together.**--## **Job Title:** Customer Experience (CX) Insight Analyst## **People Leader:** Customer Experience (CX) Insight Manager## **Business Area:** Insights and Planning## **Salary:** Up to £45,000 DOE + up to 20% annual company performance related bonus, Private Medical, 25 days annual leave + bank holidays, competitive pension## **Location:** Bedford / Hybrid## ## Belron UK Ltd (Autoglass and Laddaw) is part of the global Belron group, the world leader in vehicle glass repair and replacement. Our purpose: *Making a memorable difference with care.*## ## **The Role** We’re looking for a **CX Insight Analyst** to turn customer feedback into actionable insights that improve satisfaction and conversion. You’ll play a key role in our **Voice of the Customer (VOC) programme**, using advanced analytics and AI tools to uncover trends and root causes across the customer journey.## ## **Key Responsibilities*** ## Manage and optimise our VOC platform (Qualtrics) to capture and analyse feedback.* ## Deliver clear, actionable insights through dashboards and reports.* ## Monitor CX metrics (NPS, CSAT, conversion) and identify trends.* ## Support development of text and sentiment analysis models.* ## Collaborate across teams to embed insights into decision-making.## ## **What We’re Looking For*** ## **Essential:** proven experience with **Qualtrics*** ## Strong analytical skills and experience with text/sentiment analysis.* ## Skilled in data visualisation (Power BI/Tableau) and SQL/Snowflake.* ## Ability to communicate insights clearly to non-technical stakeholders.## ## **Measure of Success*** ## Trusted relationships built with key stakeholders enabling collaboration and influence* ## Insight and analysis consistently delivered to agreed timescales and aligned to business priorities* ## High confidence in data quality, accuracy, and use of a single version of the truth* ## Clear evidence of insight driving improvements to customer satisfaction or conversion* ## Demonstrated value-add through insight influencing decisions, actions, or measurable business results* ## Improvement of Customer KPIs against targets through informed decision-making and influencing## * ## Senior Leadership Team* ## Reporting & Analytics Team* ## Leadership across Customer, People and Operations, Sales and Marketing and Finance* ## Customer Journey team* ## Customer Experience Team at Belron International## ## **Living Our Values**## Our Values are our DNA and underpin everything we do by shaping how we interact with our people, our partners, and our customers.--**Accessibility:**We make every effort to make our web presence accessible to all. Upon request and consistent with applicable laws, we’ll provide reasonable accommodations to individuals who need assistance in the application/hiring process.For assistance,contact us at [e-mail]’re a business with direction and purpose and regardless of your role As a truly people focusedbusiness, we believe in promoting opportunities for all, welcoming people who share our passion for enabling exceptional customer experience. We’ll support you with fantastic toolsand training in an atmosphere that encourages idea contribution and collaboration working with warm,friendly and real people. If this sounds like somewhere you’ll thrive,keep reading. Established in 1975, is our wholesale glass business. Our customer’s ever-changing requirements are the driving force behind the development of all our products, technologies and support services. Through our purpose-built distribution centre, we offer our customers access to a great range of products.