Customer Experience Insight Analyst

Customer Experience Insight Analyst

Join to apply for the Customer Experience Insight Analyst role at Autoglass®.

About Autoglass® & Laddaw®
We’re a recognised superbrand and we know where we’re going. We’re a business with direction and purpose and regardless of your role here, it’s about us all making a difference with real care. We never stand still. We’re relentless, innovative and ambitious, always looking to go further and improve, which creates a world where we need genuine and driven people to help us get there.

Contract Type
:
Regular

Location
:
Bedford / Hybrid

Salary
:
Up to £45,000 DOE + up to 20% annual company performance related bonus, Private Medical, 25 days annual leave + bank holidays, competitive pension

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.

• 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.

• 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.

• 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

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

Our Values are our DNA and underpin everything we do by shaping how we interact with our people, our partners, and our customers.