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 goal is to simplify the process of comparing financial products and services, enabling customers to save both time and money.

As part of RVU, a collective of online brands, including Uswitch and Tempcover, we aim to help individuals 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 foster positive 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 help shape and evolve our customer strategy.

Working alongside a team of analytics and data science professionals, you will create groundbreaking solutions that yield actionable customer insights. This position involves analyzing complex and intriguing concepts, allowing you to witness the direct impact of your solutions on our customers and the business.

This role is situated within 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 that focus on adapting to our customers' evolving needs, utilizing advanced data and service platforms to transform data into insights and actions.

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.
  • Develop and implement customer analytical solutions and machine learning outputs that anticipate changing customer needs, enhancing personalization and retention initiatives.
  • Provide in-depth analysis of the insurance market's switching cycles, delivering innovative 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 actionable insights.
  • Explore new opportunities to strengthen customer relationships in a competitive landscape, implementing strategies for personalized offers, alerts, and notifications.
  • Identify churn triggers and develop customer-centric solutions to mitigate them, ensuring seamless integration into our services.
  • Collaborate with the customer research team to understand customer preferences, providing tailored suggestions to enhance satisfaction and loyalty.
  • Deliver insights that optimize audience targeting, rewards, channels, propositions, campaigns, and incentives to meet evolving customer needs.
  • 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 perspective on our customer strategy, linking projects across teams to ensure alignment and clarity on performance metrics.
  • Collaborate with other comparison brands and products to deliver a unified customer perspective aligned 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 demonstrated 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 with control groups and measuring campaign effectiveness.
  • Background in working with marketing audiences across various channels and applications.
  • Experience with loyalty programs.
  • A passion for leveraging customer data and technical skills to drive actionable insights and business impact.
  • A proven ability to engage with key stakeholders and influence high-level decision-making.
  • Strong presentation skills, with the capability 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 are dedicated to fostering an open and inclusive environment that reflects the diversity of the world we inhabit. We embrace our differences and strive to create a workplace where everyone feels valued and included.

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, including remote work options and a budget to enhance your home office setup.
  • Generous annual leave policy, increasing with tenure.
  • Comprehensive maternity, paternity, and adoption leave policies.
  • Access to Employee Assistance Programs and health schemes.
  • Regular company-wide events featuring external speakers to foster connection.
  • A dedicated learning and training budget, along with opportunities to attend global conferences.
  • Private medical insurance.

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

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As a forward-thinking tech company, we utilize Metaview during our interview processes to enhance the quality of our interviews and improve candidate experiences. This practice 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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