Customer Insight Analyst
Location: London, England
Salary: £40,000 – £45,000
Contract: Full-time
Closing Date: 12 October 2025
About
At KeolisAmey Docklands (KAD), we’re passionate about delivering exceptional journeys across the Docklands Light Railway (DLR). Our mission goes beyond trains and tracks — we connect communities, exceed passenger expectations, and innovate to improve customer experience.
We are seeking a Customer Insight Analyst to consolidate, analyse, and leverage customer data to shape decisions that directly enhance passenger satisfaction across the DLR network.
What You’ll Do
- Manage KAD-owned customer insight programmes (surveys, panels, social listening tools).
- Act as the main contact for external agencies and internal stakeholders.
- Analyse both quantitative and qualitative data to uncover trends and improvement areas.
- Present findings clearly with recommendations to influence decision-making.
- Provide regular reports to internal teams and client stakeholders.
- Act as the voice of the customer, embedding passenger perspectives into business decisions.
- Monitor/respond to customer contact tickets in collaboration with Transport for London via ZenDesk.
What You’ll Need
Essential:
- Strong analytical skills with Excel, Power BI, and CRM systems.
- Experience working with varied data sources and research tools.
- Excellent communication and presentation skills.
- Project management skills to manage multiple priorities.
Desirable:
- Experience linking insights to long-term strategic goals.
- Confidence in managing third-party research suppliers.
What We Offer
- Free travel on the TfL network for you and a nominated household member.
- 75% discount on National Rail season tickets.
- Interest-free season ticket loan.
- Pension scheme with up to 10% employer contribution.
- Access to Perkbox, Doctor Care Anywhere virtual GP, and Employee Assistance Programme.
Application Process
- Review the full job description before applying.
- Submit your CV and cover letter highlighting how you meet the essential criteria.
- Shortlisted candidates will be invited for interview (virtual or in person).
- Final selection will include an assessment of analytical and communication skills.
- Successful candidates will receive an offer and onboarding details.
