Senior Customer Insights Analyst

3 weeks ago

Cardiff, Cardiff, United Kingdom uSwitch Full time
Job Overview

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

uSwitch is the UK's pioneering comparison platform for car insurance, dedicated to empowering customers since 2002. Our mission is straightforward: eliminate confusion when comparing financial products and services, enabling our customers to save both time and money.

As part of RVU, we are a collective of online brands, including Uswitch and Tempcover, focused on empowering individuals to make informed decisions across various household services.

Role Summary

We are seeking a Senior Customer Insights Analyst to enhance our established Customer & Retention department. This role will leverage your expertise and innovative ideas to drive impactful changes for our customers and the organization.

Collaborating closely with the Head of Customer and other senior strategy leaders, you will utilize your extensive experience in customer analytics and modeling to shape and refine our customer strategy.

Working alongside a team of analytics and data science professionals, you will create innovative solutions that yield actionable customer insights. This position will allow you to explore complex ideas and witness the implementation of your solutions, directly benefiting our customers and the business.

This role is integral to the Customer Analytics team, which develops analytics and data science solutions that deepen our understanding of customers, empowering informed business decisions. This team is committed to continuous improvement, delivering on key strategic objectives centered around evolving customer needs, powered by advanced data and service platforms.

Key Responsibilities:

  • Collaborate with the Head of Customer to design the next generation of our customer strategy, ensuring data-driven insights are central to decision-making.
  • Develop and implement customer analytical solutions and machine learning outputs that anticipate customer needs, enhancing personalization and retention strategies.
  • Provide in-depth analysis of insurance market switching cycles, delivering creative solutions 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 quantify key drivers from both new and established models for tracking and action.
  • Discover new opportunities to enhance customer relationships in a competitive market by applying strategies for personalized deals, alerts, and notifications.
  • Identify churn triggers and develop customer-centric solutions to mitigate them, implementing these directly into our services.
  • Collaborate with the customer research team to understand customer needs and preferences, providing tailored suggestions to enhance user satisfaction and loyalty.
  • Deliver insights that optimize audiences, rewards, channels, propositions, campaigns, and incentives to meet evolving customer needs.
  • Create compelling, actionable analyses that facilitate data storytelling and informed decision-making.
  • Investigate a wide range of information sources to influence and guide our customer engagement strategy.
  • Maintain a holistic view of our customer strategy, linking projects across multiple teams to ensure alignment and clarity of performance.
  • Collaborate with other comparison brands and products to deliver a unified customer perspective in line with our group strategy.

Qualifications:

  • Proven experience in a customer analytics or modeling role.
  • Proficiency in programming languages such as R, Python, or SQL, with a strong ability to manipulate and prepare data for analytics and statistical modeling.
  • Experience utilizing CRM platforms to enhance retention and engagement performance.
  • Expertise in developing consumer behavior and segmentation models.
  • Familiarity with statistical methodologies and data analysis techniques.
  • Experience using control groups and measuring campaign performance.
  • Knowledge of working with marketing audiences across channels and applications.
  • Experience with loyalty programs.
  • A demonstrated passion for leveraging customer data and technical skills to drive actionable insights and business impact.
  • A proven track record of collaborating with key stakeholders and influencing high-level decision-making.
  • Strong presentation skills, capable of translating complex data into understandable insights.
  • A degree or post-graduate qualification in a numerate or programming-oriented field, or equivalent industry experience is desirable but not mandatory.

Our Commitment:

At uSwitch, we strive to be the change we wish to see in the world. We are dedicated to fostering an open and inclusive environment that reflects the diversity of the world we live in.

Benefits

We are committed to providing a supportive work environment that contributes to your personal and professional growth. Our benefits include:

  • Competitive salary and bonus structure.
  • Employer-matched pension contributions.
  • A hybrid working model, combining in-office and remote work, along with a budget to enhance your home working environment.
  • Annual leave of 25 days (excluding bank holidays), increasing with length of service (up to a maximum of 30 days), plus additional leave options.
  • Comprehensive maternity, paternity, and adoption leave policies.
  • Access to Employee Assistance Programs and health initiatives.
  • Regular company-wide events featuring insightful external speakers to foster connection among colleagues.
  • A generous learning and training budget, along with opportunities to attend conferences globally each year.
  • Private medical insurance.

uSwitch is proud to have been recognized as one of the UK's Best Workplaces and for Wellbeing in the Large size category.

As a forward-thinking tech company, we utilize Metaview during our interview processes to record and transcribe interviews, allowing us to continuously enhance the quality of our interviews and your experience. This process does not affect your assessment as a candidate, and you may opt out at any time by informing the recruitment team.

#LI-hybrid

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