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 assisting customers since 2002. Our goal is straightforward: eliminate the confusion surrounding financial product comparisons, enabling customers to save both time and money.

As part of RVU, a collective of online brands (including Uswitch and Tempcover), we empower 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 requires an individual who can leverage their expertise, experience, and innovative ideas to drive meaningful changes for our customers and our organization.

Collaborating closely with the Head of Customer and other senior strategy leaders, the successful candidate will utilize their extensive background in customer analytics and modeling to refine and advance our customer strategy.

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

The Customer Analytics team is responsible for developing analytics and data science solutions that deepen our understanding of customers, thereby informing business decisions. This team is committed to continuous improvement, aligning with our strategic objectives focused on adapting to our customers' evolving needs. Utilizing advanced data and service platforms, this team transforms data into insights and actionable strategies.

Key Responsibilities:

  • Collaborate with the Head of Customer to shape the future of our customer strategy, ensuring data-driven insights are central to decision-making.
  • Design and implement customer analytical solutions and machine learning outputs that anticipate evolving customer needs, enhancing personalization and retention efforts.
  • Provide in-depth analysis of the insurance market's 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.
  • Partner with data scientists to identify and quantify key drivers from new and existing models for tracking and action.
  • Discover new opportunities to strengthen customer relationships in a competitive landscape by applying strategies for personalized offers, alerts, and notifications.
  • Identify churn triggers and develop customer-centric solutions to mitigate them, implementing these strategies within 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 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 influence and guide our customer engagement strategy.
  • Maintain a holistic view of our customer strategy, ensuring alignment across multiple teams and providing a comprehensive performance overview.
  • Work closely 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 analysis and statistical modeling.
  • Familiarity with CRM platforms (e.g., Braze) to enhance retention and engagement performance.
  • Experience in developing consumer behavior and segmentation models.
  • Knowledge of statistical methodologies and data analysis techniques.
  • Experience in utilizing control groups and measuring campaign effectiveness.
  • Background in 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 post-graduate qualification in a quantitative or programming-related field, or equivalent industry experience is preferred but not mandatory.

Our Commitment:

At uSwitch, we strive to be the change we wish to see in the world. We hold ourselves accountable to fostering an open and inclusive environment, embracing our differences and ensuring our workplace reflects the diversity of the world around us.

Benefits

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

  • 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 setup.
  • Generous annual leave of 25 days (excluding bank holidays), increasing with tenure (up to 30 days), plus additional leave options.
  • Comprehensive maternity, paternity, and adoption leave policies.
  • Access to Employee Assistance Programs (EAP), health schemes, and wellness apps.
  • Regular company-wide events featuring insightful external speakers to foster connection among colleagues.
  • A dedicated learning and training budget, along with opportunities to attend global conferences annually.
  • Private medical insurance.

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

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As a forward-thinking tech company, we utilize Metaview during our interview processes to record and transcribe discussions, ensuring continuous improvement in our interview quality and candidate experience. This process does not affect your assessment as a candidate, and you may opt out at any time by informing the recruitment team.

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