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Lead Customer Insights Analyst

2 months ago

Cardiff, Cardiff, United Kingdom uSwitch Full time
About the Role

We are seeking a highly skilled Lead Customer Analyst to join our Customer & Retention department. As a key member of our team, you will be responsible for developing and implementing customer analytics and modelling strategies to drive positive change for our customers and business.

Working closely with the Head of Customer and other senior strategy leaders, you will leverage your expertise in customer analytics and data science to support the development of our next-generation customer strategy. You will collaborate with a team of analytics and data science specialists to develop innovative solutions that produce actionable customer insights.

This role exists within the Customer Analytics team, which creates analytics and data science solutions that enhance our understanding of our customers and inform business decisions. The team drives continuous improvements by delivering against our key strategic objectives, all focused on meeting our customers' evolving needs.

Key Responsibilities
  • Develop and implement customer analytics and modelling strategies to drive positive change for our customers and business
  • Collaborate with the Head of Customer and other senior strategy leaders to develop our next-generation customer strategy
  • Work with data scientists to identify and quantify key drivers from new and established models that can be tracked, investigated, and actioned
  • Uncover new opportunities to improve our relationship with our customers in a highly competitive market, applying strategies to offer personalised deals, alerts, and notifications
  • Uncover new churn triggers and build customer-centric solutions to mitigate them that can be directly implemented in our services
  • Work with our customer research team to understand our customers' needs and preferences, offering tailored suggestions and improving user satisfaction and loyalty
  • Deliver insight that leads to optimisation of audiences, rewards, channels, propositions, campaigns, and incentives that meet our customers' evolving needs
  • Create compelling, actionable, and high-value bespoke analysis that allows for data storytelling and decision making
  • Investigate a wide array of available sources of information to influence and direct our customer engagement strategy
  • Take a holistic view of our customer strategy, linking projects and initiatives across multiple teams to ensure alignment and to get a clear view of performance
What You'll Bring
  • Experience in a customer analytics/modelling role
  • Proficiency in programming with one or more of R, Python, or SQL, with a proven ability to manipulate and prepare data for analytics and statistical modelling
  • Experience utilising CRM platforms (Braze etc.) to optimise retention and engagement performance
  • Experience in building and developing consumer behaviour/segmentation models
  • Experience of statistical methodologies and data analysis techniques
  • Experience of using control groups and measuring campaign performance
  • Experience of working with marketing audiences cross-channel and App
  • Experience of working with loyalty programs
  • Demonstrated passion for using customer data and technical expertise to drive actionable insights and business impact
  • Proven track record working with key stakeholders and influencing top-level decision making
  • Strong presentation skills, including the ability to translate complex data into understandable insight
About Us

We are a tech company that strives to get better every day. We use Metaview during the interview processes to record and transcribe interviews so we can continuously improve the quality of our interviews and your experience. This has no bearing on the assessment of you as a candidate and you can opt out at any time. Just let the recruitment team know.

Benefits
  • A competitive salary and bonus package
  • Employer matching pension up to
  • Hybrid approach of in-office and remote working, and a 'Work from Home' budget to help contribute towards a great work environment at home
  • Annual leave of 25 days (excluding bank holidays) which will increase with length of service (up to a maximum of 30 days) and additional leave options
  • Excellent maternity, paternity, and adoption leave policy, for those key moments in your life
  • Employee Assistance Programme (EAP), Simply Health Scheme, and access to the Calm app
  • Regular events - company-wide events with insightful external speakers as we want to make sure our colleagues continue to feel connected
  • A healthy learning and training budget, as well as the chance to go to conferences around the world every year
  • Private medical scheme