Senior Customer Analysis & Reporting Manager (3687)
- Salary:£60,000 - £65,000 depending on experience
- Location:Monument Place
- Contract Type:Permanent
- Closing Date:18 September 2026
Senior Customer Analysis & Reporting Manager
Turn Data into Decisions. Shape Customer Strategy. Drive Business Growth.
Are you passionate about uncovering the stories behind the numbers? Do you thrive on transforming complex customer data into meaningful insights that influence strategic decisions? If so, we have an exciting opportunity for a Senior Customer Analysis & Reporting Manager to join our team.
This is more than a reporting role. You'll be the driving force behind customer analytics, helping business leaders understand customer behaviour, identify growth opportunities, and deliver exceptional customer experiences through data-driven decision making.
What You'll Be Doing
As our Senior Customer Analysis & Reporting Manager, you will:
- Lead the development of customer insight, analytics, and reporting strategies.
- Translate large and complex datasets into clear, actionable business recommendations.
- Partner with senior stakeholders across the organisation to influence key commercial and customer decisions.
- Develop and maintain executive-level dashboards, KPIs, and reporting frameworks.
- Identify customer trends, opportunities, risks, and behavioural patterns that drive business performance.
- Lead customer segmentation, forecasting, and predictive analytics initiatives.
- Manage and develop a high-performing analytics team, fostering a culture of innovation and continuous improvement.
- Champion data quality, governance, and best-practice reporting standards.
What We're Looking For
You'll be a strategic thinker with a strong analytical mindset and a passion for customer insight.
You'll bring:
- Significant experience in customer analytics, business intelligence, or reporting leadership roles.
- Advanced data analysis skills using tools such as SQL, Power BI, Tableau, Excel, or similar platforms.
- Proven ability to influence senior stakeholders through insight-led storytelling.
- Experience managing reporting functions and leading high-performing teams.
- Strong commercial awareness and the ability to connect customer data to business outcomes.
- Excellent communication and presentation skills.
- A continuous improvement mindset with the confidence to challenge traditional thinking.
Full JD attached.
Please note that we reserve the right to close this vacancy earlier than the advertised closing date if we receive a high volume of suitable applications.
Benefits
Pension
Staff Travel
Childcare Vouchers
Extra Holidays
Discount Scheme
Long Service Awards
Employee Assistance Programme
The Transport Benevolent Fund
In-House Occupational Health Department
Cycle to Work Scheme
Testimonials
What our staff say
“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”
Hannah Richards
Fleet Infrastructure Administrator
“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”
Zoey Hudson
Head of Talent, Diversity and Inclusion
“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”
Jack Gow
Mobile Station Manager
“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”
Bob Bryce
Passenger Host Team Leader
“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”
Tonderai Matizha-Johnson
Area Operations Manager
“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”
Harriet Dee
Team Administrator
“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”
Maggie Luckhurst
Platform / Train Dispatch
“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”
Nathaniel Owen
Station Manager