Department: People & Development
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Company: Canary Wharf Limited
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Reporting to: Senior Customer Insights Manager
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JOB SUMMARY
As demand for customer, market and commercial insight continues to grow across the business, we are looking for a curious, analytical and commercially minded Senior Insights Analyst to join the Customer Experience & Insights team.
The role will support the delivery of customer, market and commercial insight across Canary Wharf Group, with a particular focus on Residential (Vertus) and Retail, while also contributing to Office and wider estate insight priorities.
Working closely with stakeholders across Residential, Retail, Office Leasing, Marketing, Development and Operations, the successful candidate will help shape how insight supports decision-making across the business.
The role exists to strengthen CWG's ability to bring together multiple data sources, transforming complex and fragmented datasets into clear, actionable insight that improves commercial performance, customer experience and strategic decision making. Alongside delivering analysis and reporting, the role will identify new opportunities to better integrate data, answer business questions and enhance how insight is generated and communicated.
This is an exciting opportunity for someone who enjoys working with data but is equally passionate about understanding people, behaviours and markets. We're looking for someone who is naturally curious, enjoys solving problems and connecting the dots across disparate datasets, and is enthusiastic about exploring new technologies, including AI-powered analytical tools, to
improve the way insights are delivered across CWG.
Salary: £45,000 - £55,000
Working Pattern: 4 days office / 1 WFH
MAIN RESPONSIBILITIES
- Deliver high-quality customer, market and commercial insight across Residential, Retail, Office and wider estate.
activities, providing timely and actionable recommendations to stakeholders. - Support Vertus in understanding resident experience, engagement, retention and churn, identifying opportunities to improve customer journeys and outcomes.
- Deliver insight to support retail performance, customer behaviour, footfall, spend, amenity usage and placemaking strategies across the estate.
- Bring together multiple data sources, including customer feedback, operational data, leasing information and market intelligence, to develop a joined-up view of customer experience and business performance.
- Build strong relationships across Residential, Retail, Office Leasing, Marketing, Development and operational teams, becoming a trusted insight partner.
- Present insight in a clear and engaging way to a wide range of audiences, tailoring outputs from operational teams through to senior leadership.
- Identify trends, patterns and key drivers of customer behaviour, satisfaction, engagement, retention and commercial performance.
- Translate complex datasets into clear, compelling narratives that support operational and strategic decision making.
- Analyse market trends, competitor activity and wider consumer behaviour to identify emerging opportunities and risks for the business.
- Support the design, analysis and interpretation of customer research, surveys and feedback programmes.
- Respond to ad hoc business questions and insight requests, helping stakeholders translate business challenges into analytical solutions.
- Identify opportunities to improve existing reporting, analytical approaches and data integration across the business.
- Explore how AI tools and emerging technologies can improve analytical efficiency, insight generation and storytelling.
- Contribute to developing a more data-driven culture by making insight accessible, relevant and actionable.
PERSON SPECIFICATION
- Proven experience in an insights, analytics, research or business intelligence role.
- Strong analytical and problem-solving skills, with the ability to interpret complex datasets and identify meaningful trends.
- Ability to synthesise multiple data sources into clear, actionable insight that supports business decisionmaking.
- Excellent communication and presentation skills, with the ability to translate data into compelling narratives for a range of audiences.
- Experience working closely with stakeholders to understand business challenges and deliver insight that creates value.
- Naturally curious, commercially minded and motivated by solving business problems through data and insight.
- Strong Excel skills, with experience presenting analysis clearly through PowerPoint or similar tools.
- Experience working with customer feedback, NPS, customer satisfaction or market research data.
- Experience designing, analysing or interpreting customer surveys and research programmes.
- Experience within property, real estate, residential, retail, hospitality or customer experience environments would be advantageous.
- Familiarity with Power BI or other data visualisation tools.
- Experience using AI tools, LLM-assisted analysis or process automation to improve analytical workflows would be beneficial.
- Basic SQL or Python skills would be advantageous.
HEALTH SAFETY AND WELFARE RESPONSIBILITIES
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.
ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES
Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.
QUALITY MANAGEMENT RESPONSIBILITIES
In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.
COMPANY VALUES
Commit to Excellence
- Act with integrity and deliver high performance
- Put our customers at the heart of what we do
- Resolve issues by providing high quality solutions
Foster Collaboration
- Find opportunities to collaborate with others across the business to achieve shared goals
- Encourage inclusive networks and treat others with respect and fairness
- Use knowledge to work effectively with suppliers / contractors to meet shared goals
Encourage Engagement
- Confident in making decisions appropriate to the role
- Learn from mistakes and listen to constructive feedback to improve performance
- Prioritise safety and actively support community, wellbeing and sustainability programmes
Take Ownership
- Take pride in delivering high quality service which exceeds expectations
- Committed to opportunities for self-development
- Take responsibility for my own performance and look for ways to improve
Embrace Innovation
- Embrace change and innovation
- Proactively suggest ways to improve our business and encourage others to share ideas
- See new challenges as opportunities to deliver effective change
WHAT WE OFFER
Diversity and Inclusion
We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.
Flexible Working
As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.
Learning and Development
At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.
Other Benefits
We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.
If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online.
Early applications are encouraged as we reserve the right to appoint at any point.
