East Midlands Railway

Analyses customer satisfaction and railway service data, builds Power BI reports and dashboards, identifies service improvement opportunities, and communicates insights to help improve passenger experience.About the roleThousands of people travel with us every day, and a lot of them tell us what they think. Through national surveys, complaints, station inspections and customer feedback, we hold a huge amount of data about what it’s like to travel with EMR. We need someone to help us make sense of it.This is a paid 12-month role for a graduate with a numerate background who wants their first real step into work. You’ll join our Customer Experience team in Derby and work on live customer satisfaction data, drawing out conclusions that lead to actual changes in how we run our railway.What you’ll be doingAnalysing customer data from sources including the Rail Customer Experience Survey, complaints and our Service Quality Regime inspections.Spotting trends and problem points in customer journeys, and working out how many people they affect.Building reports and dashboards (we use Power BI) that help teams see what’s going on.Working to automate these reports to drive efficiency and allow people to focus on data analysis and solutionsSharing what you find with colleagues across the business, from station teams to senior leaders.Tracking whether the changes we make are improving things for customers.Getting out on the network. We’ll actively encourage you to travel on our trains and visit our stations to check whether the numbers match what customers are living through. Seeing it for yourself will make your analysis sharper and your findings harder to ignore.What you’ll get from usA dedicated mentor to support you throughout your 12 months.A Training Needs Analysis at the start, built around our EMR leadership competencies, so your development plan is shaped around you.Real experience of how a large organisation works, and how data turns into decisions.Something solid to talk about in future roles and access to internal opportunitiesIs this for you?This opportunity is aimed at graduates who have finished their studies and haven’t yet found work, further education or training. If you’ve been trying to get your foot in the door, this is designed with you in mind.You’ll likely have:A degree in maths, statistics, economics, data science, computer science, psychology or another subject with a strong numerical element (or equivalent).Confidence with Excel, and an interest in tools like Power BI, SQL or Python. You don’t need to be an expert. We’ll help you build on what you know.A curious mind. You like asking “why?” and won’t stop at the first answer.The ability to explain what the data says in plain English.You don’t need any railway experience.Great benefits, great opportunitiesWe believe our colleagues deserve to be rewarded for the important work they do. Alongside a competitive salary, you’ll enjoy a range of benefits, including:Excellent railway pension scheme.Free travel on East Midlands Railway and selected other operatorsFriends and family discounted tickets across the EMR network.75% discount on National Rail travel, including eligible partners and dependants.Training and development opportunities to help you grow your skills and career.

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