Senior Customer Insight Analyst

at  Sage Homes

ABOUT SAGE HOMES

Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.
Since 2017 we have delivered around 17,000 new homes across affordable rent, shared ownership and social rent for individuals and families. In 2021 Sage Homes became the largest provider of new affordable housing in England, and we continue to deliver high quality affordable homes across the country.
We have invested more than £3 billion into high-quality affordable housing. Our entrepreneurial spirit combined with our technical expertise has got us to where we are today and will enable future sustainable growth.

ABOUT THE ROLE:

Are you passionate about championing the customer voice and delivering actionable insights that make a real difference? At Sage Homes, we believe our customers are at the heart of everything we do. As our Senior Customer Insight Analyst, you’ll play a pivotal role in driving customer-centric improvements, collaborating across teams, and ensuring we consistently deliver exceptional experiences.
Working closely with the Senior Insight Manager and the wider Customer Team, you’ll contribute to making Sage Homes a high-performing, customer-focused business.
This role is based in our London office and offers a hybrid working arrangement of 3 days a week in the office and 2 days from home if required.

KEY RESPONSIBILITIES

• Analyse Customer Performance: Monitor and evaluate business performance metrics, identifying the key drivers of customer satisfaction and opportunities for improvement.
• Advocate for Customers: Serve as the independent voice of the customer, embedding insights and learnings across the organisation to inform decision-making.
• Collaborate with Teams: Build strong relationships with internal stakeholders to ensure customer insights underpin action plans and strategic decisions.
• Survey Administration: Manage and administer weekly transaction surveys, from data collection to report generation, providing timely insights to enhance customer journeys.
• Lead Insight Studies: Commission and manage quantitative and qualitative research projects with external agencies, ensuring high-quality outputs that address business objectives.
• Leverage External Data: Use sector benchmarks (e.g., Tenant Satisfaction Measures, Housemark) to align and compare Sage’s performance against industry standards.
• Promote Data Democratisation: Champion tools like dashboards and data visualisation to make insights accessible across the organisation.
• Drive Customer Satisfaction: Support the business in setting and achieving customer satisfaction targets.
• Support Strategic Goals: Work with the Senior Insight Manager to develop and implement the overall insight vision and strategy.