Insights & Analytics Expert

Business Unit : Customer Solutions

Division : CS CC Customer Performance

Pay Grade Level : Level 2 - Technical Expert

Post end date : 16-Nov-2025

Salary Range : Competitive

Role Type : Secondment

Secondment length : Fixed Term Contract - 12 months

Recruiter : Ian Tuckley

Manager Name : Adam Sharpe

LET’S CUT STRAIGHT TO IT

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide when it comes to employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us in making a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

LET’S TELL YOU MORE

We have an exciting opportunity for someone to join Severn Trent Team as an Insights and Analytics Expert on a 12 month contact.

Do you have experience in evaluating and analysing data? Can think flexibly, identify issues and help make decisions that will improve customer experience?

This role reflects the businesses' increased focus on customers, a drive to better exploit our data and growth in our analysis capability.

You will be working in a growing specialist team to further improve all aspects of customer experience, across multiple touchpoints to support data led decision making.

You will undertake analysis demonstrating a detailed understanding of the performance of our customer experience and identify areas for improvement. This will involve customer profiling / segmentation, modelling and forecasting the performance of customer outcomes.

Build and develop models combining multiple and disparate data sources to develop a holistic view of the customer, enhance decision making and to deliver targeted data led decision making to improve business performance and the customer journey.

Undertake specialised analysis to support modelling, forecasting and profiling/segmentation predicting customer behaviour in order to drive efficiencies and feed into strategy.

Supporting customer experience improvement projects to drive ODI performance, providing data and behavioural analysis to assist informed decision making

A primary objective of the role is to deliver real customer benefit, achieved by working closely with the business. You will use your ability to understand and explain complicated issues and articulate the findings from your analysis both in person and in writing to stakeholders at all levels, so it is crucial to have the ability to communicate messages clearly.

Having the ability to understand analytics, reporting/visualisation tools and techniques is key to this role. You will provide analytical insight and recommendations by examining quantitative and qualitative data from disparate sources to combine for overarching themes.

You'll be based at our Severn Trent Centre Head Office in Coventry. You’ll work within our dedicated team of 6 people and with this being such a critical role, we’re looking for someone who can join us on a 12 month contract, working 37 hours a week, Monday to Friday.

HOW WE WORK

You'll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why, we value in-person moments to keep our culture alive and why for this role you’ll usually find us in the office during our working hours.

WHAT WE’RE LOOKING FOR

You’ll have good experience of analytical and problem solving – ability to analyse data, think flexibly, identify issues and develop options that improve Customer Experience.

It is expected that you will have good communication skills ability to understand and explain complicated issues, structure arguments, and influence stakeholders both verbally and using written reports. Excel and Power BI is essential with the ability to use complex formula and experience with SQL developer and Python is desirable.

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

HOW WE’LL REWARD AND CARE FOR YOU IN RETURN

It's not just a job; it's a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are some of our favourites:

28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
Annual bonus scheme (of up to £2,225, which is subject to eligibility)
Family-friendly policies (including a year off fully paid maternity and adoption leave)
Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
Sharesave – the chance to buy Severn Trent plc shares at a discounted rate
Dedicated training and development with our Academy
Electric vehicle scheme and retail offers
Two paid volunteering days per year

LET’S GO

We can't wait to hear from you! Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome after that.