The posting
Customer Insight Analyst
Full time - 12 months Fixed Term Contract - Maternity Cover
£32,489 - £37,904 (dependent on experience)
Hybrid
Southampton
Do you have a passion for understanding customers and turning customer feedback into insights that make a difference?
At Ordnance Survey (OS), the Customer Insight team helps ensure everyone across the organisation understands our customers, their needs and experiences, and uses these insights to make better decisions.
As OS continues to grow and develop its location data, products and services, we’re looking for an inquisitive and enthusiastic Customer Insight Analyst to strengthen our understanding of customers and partners and to inform the future development of our products, services and experiences.
You’ll join our Customer Insight team, working across a varied mix of ad hoc and ongoing research activities.
About the role
As a Customer Insight Analyst, you’ll support the delivery of our customer insight programme, providing clear, actionable insight and recommendations that help OS better understand our business, government and leisure customers, improve their experience and make evidence-based decisions.
You’ll work with stakeholders across the business to understand their insight needs, support research and analysis, and build a picture of the customer engagement and insight activity taking place across OS.
You’ll play an important role in bringing different sources of customer evidence together and making insight accessible, engaging and useful to colleagues across the organisation.
Some of your responsibilities will include
- Turning customer feedback and data into actionable insight, identifying themes, trends and opportunities and translating these into recommendations for the business
- Supporting and delivering primary research, including questionnaire design, surveys, depth interviews, analysis and reporting
- Monitoring customer experience and insight measures, helping identify changes, emerging trends and opportunities for improvement
- Providing ad hoc analysis and insight to support senior leaders, colleagues and project teams with business questions and decision-making
- Communicating insight across OS through engaging reports, dashboards, presentations, internal articles and other communications
- Building strong stakeholder relationships to understand business questions, identify insight requirements and ensure research is focused on areas where it can make a difference
- Supporting the creation and management of accurate customer contact lists, using our customer relationship management systems, with training provided where required
- Supporting the effective management of customer research preferences and opt-outs where required
What we’re looking for
You’ll be naturally curious about customers and comfortable working with both quantitative and qualitative information. Most importantly, you’ll be able to look beyond the data to understand what it means and how it can be used to support better decisions.
We’re looking for someone who has:
- An inquisitive and analytical mindset, with the ability to interpret meaning from customer feedback and data
- Experience of analysing customer data and feedback, identifying themes, trends and opportunities
- Knowledge of primary research methods, including questionnaire design, surveys, interviews and appropriate sampling approaches
- The ability to translate complex information into clear, succinct, engaging and actionable insight for different audiences
- Strong written and verbal communication skills, with the confidence to share insight and recommendations with stakeholders
- The ability to build effective working relationships and understand the insight requirements of different teams and projects
- Strong organisational skills, with the ability to manage and prioritise multiple activities and projects
- Confidence using Microsoft Excel and PowerPoint to analyse information and communicate findings
- Experience of survey platforms and customer relationship management systems would be an advantage, although training can be provided where appropriate
- A relevant qualification in areas such as business, statistics, marketing or market research, or equivalent relevant professional experience
About you
You’ll be a proactive self-starter who enjoys asking questions, exploring evidence, and getting to the heart of what customers really need.
You’ll be comfortable working independently as well as collaborating with colleagues across OS, and willing to get involved in everything from detailed analysis and customer research to the practical tasks that help an effective insight function run smoothly.
Above all, you’ll have a genuine passion for understanding customers and making sure their voice helps shape the decision we make.
The rewards
We want you to love what you do and feel supported to do your best work.
Our benefits include:
- Competitive salary and pension (OS contribute up to 12.07%)
- Performance‑related bonus (where applicable)
- 28 days annual leave plus bank holidays (increasing with service)
- Enhanced family leave, including paid partner leave
- Hybrid and flexible working options
- Learning and development support, coaching and mentoring
- Free subscription to OS Maps and access to wellbeing support
- Volunteering leave and matched fundraising
Location & working pattern
We embrace a hybrid working model at OS, because we believe in flexibility and balance. You’ll be based at our fantastic HQ in Southampton, Hampshire, where you'll spend 50% of your working week collaborating face-to-face with colleagues. It’s all about combining the best of both worlds connection and autonomy to help you thrive.
Security & eligibility
OS conducts pre-employment checks for anyone made an offer of employment, including identity, right to work, employment history and criminal record checks (via Disclosure & Barring Services (DBS)).
Some of our roles may require additional security vetting. We will advise candidates during the recruitment process if additional vetting may be required for that specific role.
This role requires the right to work in the UK at the time of application. Unfortunately, OS cannot provide visa sponsorship for this position.
Inclusion at OS
Research shows that people from underrepresented groups often hesitate to apply unless they meet every requirement. At Ordnance Survey, we’re committed to building a diverse, inclusive and welcoming workplace.
If this role excites you but your experience doesn’t match every point, we encourage you to apply. You may be the right person for this role or another opportunity at OS.
We are happy to consider any reasonable adjustments that people may need during the recruitment process, and you will be asked whether you require any during the application process.
Key details
Closing date: 23:59pm on 16 November 2026
Recruitment process: Shortlisted candidates will be asked to complete a personality questionnaire, followed by a 1-hour competency-based interview held in person at our Head Office. Candidates who progress to the final stage will be invited to attend a further interview, which will include a presentation based on a task provided in advance.
Who we are
We are Ordnance Survey, Great Britain’s national mapping service and a pioneer in geospatial technology. With over 230 years of trusted data, we empower better decisions, deeper understanding, and meaningful connections to the places we live, move through, and care for.
Three principles one direction
- Clear the path – Cut the noise. Simplify. Move at pace
- Seek the story – Listen. Understand. Speak up
- Do what matters – Focus on value
Our principles unite us in delivering our Data & Destinations strategy with more simplicity, more clarity, and renewed momentum for each other and for our customers.
They’re here to create more good days, and fewer harder ones but only if each one of us plays our part.
Skills required for this role:
Analysis, Business Planning, Business Strategies, Competitor Analysis, Customer Insights, Geospatial Strategy, Researching, Strategy Development
