Analyst

We’re looking for an Analyst to join Thames Water’s Business Insights team on a permanent basis. In this role, you’ll be key to driving organisational learning and continuous improvement by investigating the root causes of customer complaints and helping teams take meaningful, data-driven action.

Your skills in data analysis, trend identification, and clear communication will directly contribute to enhancing customer satisfaction and service delivery.

While your initial focus will be on customer complaints and insights, working closely with Customer and Operations teams, the role is flexible. Over time, it may broaden to support wider business analysis needs across the organisation, ensuring you remain central to evolving business priorities.

What you will be doing as an Analyst?

• Investigate the underlying causes of customer complaints using structured root cause analysis methodologies.
• Analyse monthly complaint data to detect trends, recurring issues, and emerging concerns.
• Collaborate with operational teams to identify failure points contributing to complaints.
• Ensure robust documentation of root cause analysis findings and solutions for organisational learning and improvement.
• Prepare detailed and accurate analysis of complaint trends, drivers, and root causes.
• Provide materials, insights and visualisations to team members who will present the findings to leadership and stakeholders.
• Ensure reports are tailored to meet stakeholder needs and clearly outline actionable recommendations for improvements.
• Advocate for the customer perspective in all problem solving and decision-making efforts.
• Ensure that solutions not only resolve complaints but also improve the overall customer experience.
• Support the wider use of customer insight across the organisation to influence continuous improvement.
• Work flexibly across the Business Insights team to support wider analysis and reporting projects.
• Contribute to the development of insight tools, dashboards, and internal resources.
• Adapt responsibilities over time in line with changing business needs and team priorities.

What should you bring to the role?

• Experience in root cause analysis to identify and solve underlying issues.
• Strong skills in data analysis and turning insights into action.
• A customer-focused mindset with a passion for improving experiences.
• Proactive problem-solving and a continuous improvement mindset.
• Confident communicator who collaborates well with diverse teams.
• Excellent verbal and written interpersonal skills.
• Proficiency with data tools like Excel and Power BI.
• Full, clean UK driver’s licence and access to a car for business use.

What’s In it for you?

• Offering a salary up to £43,000 per annum depending on skills and experience
• Annual Leave: 26 days per year, increasing to 30 with length of service (plus bank holidays).
• Contributory Pension: Defined Contribution scheme with up to 12% employer contribution (2x employee contribution).
• Personal Medical Assessments: Available annually to all employees.
• Benefits on Tap: Access to discounts, cashback, and instant vouchers.
• Generous Paternity Leave: 4 weeks paid, plus an optional 2 weeks unpaid.
• Enhanced Maternity Leave: 26 weeks full pay and 13 weeks half pay.
• Performance Development: Ongoing reviews to support your growth and success.
• Wider Benefits Scheme: Includes a benefits hub offering savings, wellbeing support, and exclusive offers.

Find out more about our benefits and perks

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.