Customer Insights Analyst

The Customer Team at Hays Travel’s Head Office in Sunderland is key to delivering outstanding service and support to our customers and colleagues. This team plays a vital role in ensuring that every customer interaction is positive and aligned with our SMILE values.

The Customer Insights Analyst role will report directly to the General Manager of Customer & Agent Operations and work closely with the Head of Franchise & Customer Services. The role is designed to strengthen our data-driven decision-making and enhance the customer experience through actionable insights and continuous improvement.

Role Summary

We are looking for a detail-oriented and analytical individual to join our Customer Team as a Customer Insights Analyst. This role will support in gathering, analysing, and interpreting customer and operational data that will be used to identify trends, opportunities, and areas for improvement. The successful candidate will work with the wider customer team to support delivery of our customer strategy.

Main Responsibilities

• Analyse customer complaint data, service performance data from Trustpilot and Text Survey.
• Develop and maintain dashboards and reports that will be used to support decision making
• Prepare PowerPoint presentations that will be used by management to communicate the data in a meaningful way to our Board, Sales Divisions and Commercial teams
• Provide ad hoc reporting as and when required

Skills & Experience

• Experience in data analysis, customer insights, or operations support role.
• Strong analytical and problem-solving skills with a keen eye for detail.
• At least intermediate proficiency in Microsoft Excel (e.g., pivot tables, VLOOKUP/XLOOKUP, charts, formulas).
• Able to present data clearly using charts, graphs and tables on Powerpoint
• Excellent communication skills, with the ability to present data clearly.
• Ability to work collaboratively across departments and manage multiple priorities.
• Experience in the travel, retail, or customer service sector is advantageous

General

• To undertake any other duties that may fall into the job criteria
• To conform with all company policies and procedures including Health and Safety NB – this job description is not intended as an exhaustive list of all duties and responsibilities of the post

About Us 

As the UK’s largest independent travel agency, Hays Travel specialise in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years and continue to grow each year.

Our values 

Our SMILE values are embedded into our Company and ensures our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.

• Supportive
• Motivational
• Innovative
• Loyal
• Excellent

What it’s like to work for us? 

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

Of course, it's not all about work, we're very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.