Insight and Data Analytics Lead

Role Overview

• Lead the collection, interrogation and interpretation of data relating to service performance, customer behaviour and customer needs.
• Track and monitor engagement with all elements of the service (portal analytics, regional adviser activity, events, communications), identifying trends and potential areas for action.
• Design and manage regular customer feedback mechanisms across all touchpoints, ensuring integration with Housing and Pensions insight activity.
• Commission research into customer needs (or draw on existing research), synthesising findings into clear recommendations.
• Develop dashboards, reports and insight products that support decision making at all levels of the organisation.
• Understand and manage data flows underpinning the portal and wider service, ensuring a complete and accurate view of each customer’s journey.
• Identify data gaps and lead plans to address them, enabling a more holistic understanding of service impact.
• Act as the team’s internal data protection lead, ensuring compliance with NCI policies, appropriate legislation (e.g. GDPR and PECR) and evolving best practice. This will involve close liaison with the NCI’s data governance team.
• Instigate privacy assessments in response to system changes and ensure retention and deletion rules are applied consistently.
• Maintain documentation of data protection compliance measures, escalation paths, and data sharing controls.
• Responsible for administering the appropriate tools to gather and maintain operational data, informing improvements to these supported by technology and communications colleagues .
• Work with Digital manager and wider team to ensure accurate data capture and identify ways to improve data integrity.
• Develop and maintain the insight roadmap, ensuring alignment with service priorities
• Recommend research activity and data improvement plans to the Head of Customer Service.
• Work with the Digital Manager to embed analytics tools within the portal and ensure data is captured consistently and accurately.
• Support the Performance Manager in developing KPIs, impact frameworks and performance reporting cycles.
• Ensure insight and data is delivered on time, in the right format, and to the right audiences.
• Work closely with the Head of Customer Service and Regional Advisers to ensure feedback loops are strong and representative.
• Collaborate with the Communications Officer to support audience segmentation and insight driven content planning.
• Partner with Business Operations and Systems teams in Housing and Pensions to ensure integrated insight across the wider customer ecosystem.
• Provide briefings and updates to senior leaders and governance forums.
• Build strong relationships with NCI Data Services to ensure alignment with organisational standards.
• Monitor system performance, user feedback and engagement data to drive iterative improvements.
• Stay abreast of industry trends, research methods and emerging technologies
• Adapt analytical methods in line with best practice and evolving tools.

Requirements

• Strong experience in data analysis, insight generation and research methods.
• Experience with data visualisation tools (e.g. Power BI, Tableau).
• Proven ability to interpret both quantitative and qualitative data.
• Experience designing and running customer feedback mechanisms.
• Understanding of tools and methods for capturing insight, and awareness of their strengths and limitations.
• Experience working with CMS/CRM systems and analytics tools (e.g. Google Analytics).
• Good understanding of data protection requirements and GDPR.
• Experience producing insight reports, dashboards and recommendations for senior stakeholders.
• Experience working in a customer focused, operational and values driven environment.
• Knowledge of statistical analysis techniques.
• Excellent analytical and problem solving skills.
• Good communication skills, able to translate complex insight into clear, actionable messages.
• Organised and proactive, able to manage multiple insight streams and deadlines.
• High attention to detail, ensuring accuracy, compliance and quality assurance.
• Comfortable working with ambiguity and evolving service needs.
• Comfortable working collaboratively across functions and teams.

Tech Stack

• Tableau

Benefits

• We Include. You Belong.
• Strive for Excellence
• Show Compassion
• Respect others
• Collaborate
• Act with Integrity
• Commitment to belonging and inclusion fuels progress