Customer Experience Data Analytics Specialist

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

As part of our ongoing commitment to delivering outstanding customer service, we’re seeking a Senior Insight Analyst to help us understand our customers better and shape the way we serve them. In this pivotal role, you’ll use your analytical expertise to interrogate complex data from multiple systems, uncovering insights that drive smarter decisions in critical areas of customer performance.

You’ll become trained and fully embedded within our Customer Operation System and teams, acting as a guardian of data integrity across our reporting infrastructure. From day one, you’ll be taking on complex, high‑impact problems, determining the most effective analytical approaches, and generating insights that directly inform the solutions we implement.

Using raw data from a variety of sources, you’ll proactively explore issues, identify trends, and develop well‑evidenced conclusions that help us enhance performance. A key part of your role will be communicating these insights clearly and confidently to senior stakeholders, shaping strategic decisions and driving meaningful, measurable improvements for our customers.

The role be based at our Pride Park Offices in Derby but can work out of any of our customer hubs in Coventry, Leicester, Edgbaston or Shrewsbury. You’ll work within our dedicated team of 8 to 10 people. With this being such a critical role, we’re looking for someone who can join us 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, while supporting home working where needed.

WHAT WE’RE LOOKING FOR

To succeed in this role, you’ll bring substantial experience working within complex data environments, paired with strong analytical problem‑solving skills and the ability to translate data into meaningful, actionable insight. You’ll be confident working with DAX, Power Query or similar data extraction tools, and highly proficient in Power BI and other visualisation methods. Advanced knowledge of Microsoft Excel, including VBA, and strong PowerPoint skills will enable you to present your findings with clarity and impact.

You’ll be someone who thinks strategically, proactively exploring innovative solutions and applying best‑in‑class analytical methodologies to generate high‑quality insight. Your ability to influence senior stakeholders and communicate complex information with confidence will be key to driving operational improvements across the organisation. Experience with machine learning, large language models, or Python would be a welcome advantage, helping you push the boundaries of what great insight can deliver.

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 the closing date, so keep an eye on your phone and emails.