Senior Customer Insights Analyst

3 weeks ago

Cardiff, Cardiff, United Kingdom Confused Full time

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

We are part of RVU, a collective of online brands, including Uswitch and Tempcover, dedicated to empowering individuals to make informed choices across various household services.

About the Position

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 foster positive, targeted changes for both our customers and the organization.

In collaboration with the Head of Customer and other senior strategy leaders, you will utilize your extensive background in customer analytics and modeling to help shape and advance our customer strategy.

Working alongside a team of analytics and data science professionals, you will devise creative solutions that yield actionable customer insights. This position allows you to explore and analyze complex ideas, witnessing firsthand how your solutions are implemented and their impact on our customers and business.

This role is situated within the Customer Analytics team, which develops analytics and data science solutions to deepen our understanding of customers, thus informing business decisions. The team is committed to continuous improvement, focusing on meeting the evolving needs of our customers through strategic objectives. They utilize advanced data and service platforms to transform data into insights and actions.

Key Responsibilities:

  • Collaborate with the Head of Customer to craft 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 efforts.
  • Provide comprehensive insights into 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 new and existing models for tracking and action.
  • Identify new opportunities to enhance customer relationships in a competitive market, applying strategies for personalized deals, alerts, and notifications.
  • Discover churn triggers and create customer-centric solutions to mitigate them, ensuring direct implementation in our services.
  • Engage with our 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 diverse information sources to influence and guide our customer engagement strategy.
  • Adopt a holistic view of our customer strategy, aligning projects and initiatives across teams to ensure coherence and clarity in 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 demonstrated ability to manipulate and prepare data for analytics and statistical modeling.
  • Experience with CRM platforms (e.g., Braze) to enhance retention and engagement performance.
  • Background in developing consumer behavior and segmentation models.
  • Familiarity with statistical methodologies and data analysis techniques.
  • Experience using control groups and measuring campaign performance.
  • Ability to work with marketing audiences across channels and applications.
  • Experience with loyalty programs.
  • Passion for leveraging customer data and technical skills to drive actionable insights and business impact.
  • Demonstrated success in collaborating with key stakeholders and influencing top-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 preferred but not mandatory.

You are encouraged to apply even if you do not meet every qualification listed, as there are numerous opportunities for growth and learning within our organization.

Our Commitment to You:

Benefits:

  • Competitive salary and bonus structure.
  • Employer-matched pension contributions.
  • Hybrid work model combining in-office and remote work, along with a budget for home office enhancements.
  • 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 Employee Assistance Program (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, along with opportunities to attend conferences globally each year.
  • Private medical insurance.

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

#LI-hybrid

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