Senior Customer Strategy Analyst

4 weeks ago


Corby, Northamptonshire, United Kingdom RS Group plc Full time

Customer Insights Lead

RS Group plc is seeking a Customer Insights Lead to join our team. In this role, you will be responsible for delivering customer segment and strategy insights based on golden records and unified customer profiles. You will analyze data across global platforms and systems to inform and support the strategic delivery and activation of a personalized omni-channel customer experience, driving customer value and NPS.

Key Responsibilities:

  • Customer Data Analysis: Develop, plan, and deliver analysis of the customer data master (CDM) golden records from Informatica 360 using tools like Snowflake Labs and exploratory. Deploy golden records to extract strategic and real-time customer insights aligned with the strategic framework for core customers and lifecycle stages.
  • Strategic Insights Generation: Generate strategic insights (customers, commercial, and digital) and identify opportunities based on customer segments to support customer strategy.
  • Customer Segment Reporting: Develop regular customer segment reports (HCLV, industry sector, and other sectors) to track performance across the group.
  • Data Quality Improvement: Identify areas for data quality improvement and collaborate with regional data quality leads to recommend and track process improvements.
  • Global Community Engagement: Work within a global community of analytics and insights practice to share customer segment insights in line with corporate strategy and deliver greater value creation.
  • Regional Collaboration: Collaborate closely with performance and optimization analysts in different regions to understand customer trends and activities influencing value and opportunities within the customer base.

About You:

This role is part of the CXO function and involves close collaboration with the regional analyst community to share and interpret customer segment performance and identify opportunities. Key qualifications and attributes include:

  • Digital Analytics Experience: Experience using Adobe Analytics for tracking and reporting on key aspects of a customer's journey.
  • Reporting Tools Proficiency: Proficient in using business objects or Power BI to create, interrogate, and develop reports and insights.
  • Salesforce Reporting: Experience in Salesforce reporting is beneficial.
  • Opportunity Identification: Ability to proactively identify opportunities within the data and deliver insights to drive commercial decision-making.
  • Problem-Solving Skills: Strong problem-solving skills and commercial acumen.
  • Project Management: Ability to multi-task across numerous projects.
  • Communication Skills: Excellent communication and presentation skills, comfortable presenting to peers and senior leaders.
  • Narrative Ability: Ability to convey the commercial narrative of complex information to a non-technical audience.
  • Attention to Detail: Keen eye for detail.
  • Technical Proficiency: Experience with tools such as AAM, BO, Power BI, Excel, SPSS, SQL, Exploratory, Snowflake, and Informatica 360 is desirable.

RS Group plc is committed to making amazing happen for a better world. We offer service and product solutions, sending out a parcel every 2 seconds to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers. We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that's exactly how we partner with people – our customers, suppliers, colleagues and communities – to solve problems. We'll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do. Come and join us and we'll help you to think big, do more and unleash your brilliance, so you do amazing things too.



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