Insight Analyst

Shape the future of customer experience across Scotland's lifeline ferry services At CalMac, our customers are at the heart of everything we do. We connect communities, support local economies, and deliver essential services across Scotland's west coast. Now, we're looking for a talented Insight Analyst to help us transform how we use data to deliver exceptional customer experiences and operational performance. About the Role As part of our Insight team, you'll play a pivotal role in turning complex data into powerful, actionable insight. You'll analyse customer behaviour, feedback, and operational performance to identify trends, uncover opportunities, and influence decisions at every level of the business. From shaping strategy to improving day-to-day customer journeys, your insight will directly impact how we serve our communities. What You'll Be Doing Turn data into insight - Analyse customer, transactional, and operational data to understand behaviours, sentiment, and performance trends. Drive meaningful improvements - Undertake deep dives across the customer journey, identifying pain points and recommending targeted, measurable improvements. Own performance reporting - Deliver clear, compelling KPI reporting on customer experience and operations, highlighting risks, trends, and opportunities. Build powerful dashboards & tools - Develop and maintain dashboards, reports, and data products that enable self-serve insight across the business. Collaborate and influence - Work cross-functionally with Customer Experience, Marketing, Operations, and Data teams to deliver better outcomes. Tell the story behind the data - Translate complex analysis into engaging narratives and actionable recommendations for stakeholders and external partners. Enhance CRM and campaigns - Support targeted campaigns through customer segmentation and post-campaign analysis, driving a true test-and-learn culture.

• Proven experience (3+ years) in insight, data, business analysis or similar roles
• Strong analytical and problem-solving skills, with the ability to work with large and complex datasets
• Proficiency in Excel and Power BI (experience with Dynamics 365 / Power Platform is an advantage)
• Ability to communicate complex insights clearly and confidently to a variety of audiences
• Experience in customer experience measurement, marketing analytics, or operational performance analysis
• Working knowledge of SQL (or a willingness to learn) A natural storyteller who can bring data to life and influence decisions

What Will Set You Apart

• Curiosity about customer behaviour and what drives it
• Passion for data-led decision making and continuous improvement
• Critical thinking and a proactive, solutions-focused mindset
• Strong collaboration skills and the ability to influence stakeholders
• A commitment to sustainability and inclusive service design