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Commercial and Customer Insight Analyst

Reports to:                Head of Commercial Development

Salary:                      Circa £28,00 to £30,000, depending on experience

Summary of the role

An exciting opportunity has arisen for the new role of Commercial and Customer Insight Analyst. This role is to lead on the generation of passenger income analysis and insight to Hull Trains as well as to assist in developing budget plans and forecasts. The role will assist the Head of Commercial Development and support all members of the Commercial and Customer Teams in their day to day roles in providing detailed insight on HT's performance, that of its competitors as well as identifying opportunities in growing passenger revenue and improving the customer experience.

Key Accountabilities:

  • To oversee the production of the weekly and four-weekly passenger revenue reporting pack, including detailed analysis of results and trends. Providing insight, commentary and analysis for the Commercial, Customer and Digital Board papers.
  • Proactively identify trends and opportunities within our data and translate them into potential new business opportunities
  • Work alongside senior leaders in the business to understand customer behaviours and understand the power and value of an analytical approach to decision making. Providing them with insight that contributes to the strategic goals of the business
  • Supporting and driving insight in the development of customer experience improvements through qualitative research.
  • Lead on the NRPS results sharing with the wider business the sentiment of our customers and suggesting workstreams to improve our scores.
  • Ensure we develop and maintain an insight into the wider economy and competitor activity and produce a quarterly competition report.
  • Support the delivery of the commercial strategy by inputting in to the creation of the passenger income budget and periodic forecast including the identification of period variances, providing supporting analysis and insight to confirm the approach.
  • Support the development of analytical models to estimate the impact of different scenarios assisting in the business decision making process
  • Develop and mentor the Business Analyst
  • Proactively manage IADs, along with the Pricing and Revenue Manager, providing a clear methodology to clarify our approach to these.
  • Respond to information requests and provide local analysis as request by FirstGroup, representing Hull Trains where appropriate with internal stakeholders.
  • Become a competent user of Tableau.
  • Become a competent user of Moira and use this to work alongside the Operations team to develop the timetable strategy.
  • Employ innovation and a sound knowledge of the economic environment to develop business cases which support the Commercial strategy.
  • Provide analysis and insight to support HT's product and pricing strategy, particularly during the annual fares changing rounds.
  • Deputise for the Pricing and Revenue Manager

About you:

  • Knowledge of software including all Microsoft packages
  • Previous pricing experience within the transport sector is important but not essential
  • Strong commercial and customer focus, exposure to commercial teams and strategies at a senior level.
  • Degree calibre in a business / analytical discipline
  • An understanding of the rail and transport industries
  • Excellent organisational and interpersonal skills
  • Excellent written and verbal communication skills

Close map
Europa House, Hull
4th Floor, Europa House, 184 Ferensway, Hull, England, HU1 3UT
  • Ref:
  • Company:
    Hull Trains
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    Europa House, Hull
  • Closing Date:
    29 November 2019
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