Senior Customer Insights Analyst

3 weeks ago

Cardiff, Cardiff, United Kingdom Confused Full time

Location: Cardiff (2 days per week in-office)

As part of RVU, a collective of online brands, including Uswitch and Tempcover, we empower individuals to make informed choices regarding various household services.

Position Overview

We are seeking a Senior Customer Insights Analyst to enhance our established Customer & Retention department. This role requires an individual who can leverage their expertise, experience, and innovative ideas to foster positive changes for both our customers and the organization.

In collaboration with the Head of Customer and other senior strategy leaders, the successful candidate will utilize their extensive background in customer analytics and modeling to help shape and refine our customer strategy for the future.

Working alongside a team of analytics and data science professionals, you will create pioneering solutions that yield actionable insights into customer behavior. This role involves analyzing complex concepts and witnessing the direct impact of your solutions on our customers and the business.

This position is part of the Customer Analytics team, which develops analytics and data science solutions to deepen our understanding of customers, thereby informing business decisions. The team is dedicated to continuous improvement, striving to meet the evolving needs of our customers through strategic objectives powered by advanced data and service platforms.

Key Responsibilities:

  • Collaborate with the Head of Customer to craft the next evolution of our customer strategy, ensuring data-driven insights are central to decision-making.
  • Design and implement customer analytical solutions and machine learning models that anticipate customer needs, enhancing personalization and retention initiatives.
  • Provide in-depth analysis of insurance market switching cycles, delivering innovative strategies to boost engagement, brand loyalty, and customer lifetime value.
  • Monitor key performance indicators (KPIs) related to customer engagement and satisfaction, offering insights and recommendations for improvement.
  • Work with data scientists to identify and assess key drivers from both new and existing models for actionable insights.
  • Explore new opportunities to strengthen customer relationships in a competitive landscape, focusing on personalized offers, alerts, and notifications.
  • Identify churn triggers and develop customer-centric solutions to mitigate them, ensuring direct implementation in our services.
  • Engage with our customer research team to understand customer preferences and needs, providing tailored recommendations to enhance satisfaction and loyalty.
  • Deliver insights that optimize audience targeting, rewards, channels, propositions, campaigns, and incentives to meet evolving customer demands.
  • Create compelling, actionable analyses that facilitate data storytelling and informed decision-making.
  • Investigate diverse information sources to guide and influence our customer engagement strategy.
  • Adopt a holistic perspective on our customer strategy, ensuring alignment across multiple teams and a comprehensive view of performance.
  • Collaborate with other comparison brands and products to present a unified customer perspective in line with our overarching strategy.

Qualifications:

  • Experience in a customer analytics or modeling role.
  • Proficiency in programming languages such as R, Python, or SQL, with a proven ability to manipulate and prepare data for analysis and statistical modeling.
  • Experience with CRM platforms (e.g., Braze) to enhance retention and engagement performance.
  • Expertise in developing consumer behavior and segmentation models.
  • Familiarity with statistical methodologies and data analysis techniques.
  • Experience utilizing control groups and measuring campaign effectiveness.
  • Experience working with marketing audiences across various channels and applications.
  • Experience with loyalty programs.
  • A demonstrated passion for leveraging customer data and technical skills to drive actionable insights and business outcomes.
  • A proven track record of collaborating with key stakeholders and influencing high-level decision-making.
  • Strong presentation skills, with the ability to translate complex data into clear insights.
  • A degree or postgraduate qualification in a quantitative or programming-oriented field, or equivalent industry experience is preferred but not mandatory.

You don't need to meet every requirement to apply; we offer numerous opportunities for growth and learning.

Our Commitment to You:

Benefits:

  • A competitive salary and bonus structure.
  • Employer-matched pension contributions.
  • A hybrid work model combining in-office and remote work, along with a budget to enhance your home office environment.
  • Annual leave of 25 days (excluding bank holidays), increasing with tenure (up to a maximum of 30 days), plus additional leave options.
  • Comprehensive maternity, paternity, and adoption leave policies for significant life events.
  • Access to an Employee Assistance Programme (EAP), Simply Health Scheme, and the Calm app.
  • Regular company-wide events featuring insightful external speakers to foster connection among colleagues.
  • A generous learning and training budget, with opportunities to attend conferences globally each year.
  • Private medical insurance.

As a technology-driven organization committed to continuous improvement, we utilize Metaview during our interview processes to record and transcribe discussions, enhancing the quality of our interviews and your experience. This practice does not affect your candidacy assessment, and you may opt out at any time by informing the recruitment team.

#LI-hybrid

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