Customer Insights Analyst

4 weeks ago

London, Greater London, United Kingdom Aquent Full time
Job Description

Job Title: Customer Insights Analyst

Client Location: London - hybrid

Job Category: Finance & Operations

Job Title: Customer Insights Analyst

As a Customer Insights Analyst, you will play a pivotal role in developing market intelligence and understanding our customers, competitors, and growth opportunities. You will collaborate closely with various stakeholders to prioritise the right accounts and conversations, thereby maximising acquisition, share of wallet growth, and retention.

Key Responsibilities

  • Market Intelligence Development: Conduct thorough research to understand market trends, competitors, and growth opportunities as the organisation expands its footprint.
  • Account Targeting Implementation: Prioritise small to medium-sized business (SMB) accounts and strategise conversations to optimise acquisition and retention.
  • Customer Persona Design: Create detailed contact personas to identify customer engagement strategies and influence purchasing behaviour.
  • Customer Journey Mapping: Analyse and connect various customer touchpoints to determine effective strategies for conversion and retention, including solutions, use cases, and content.
  • Stakeholder Support: Ensure stakeholders gain valuable insights into their market and customers, enabling them to make impactful business decisions.
  • Market Analysis: Understand the Total Addressable Market (TAM) and conduct competitive analysis for consumer and SMB sectors.
  • Account Overview Creation: Develop a single account view of SMB customers, collaborating with sales operations for alignment.
  • Insight Development: Utilise insights from Net Promoter Score (NPS) and qualitative research to deepen understanding of consumer, SMB, and retention dynamics.
  • Whitespace Growth Identification: Drive growth opportunities in key verticals and new markets, particularly for Doc Cloud.
  • Data Organisation: Organise various data sources into clear, customer-centric visualisations, ensuring accuracy and consistency.
  • Actionable Insights Transformation: Convert insights into segments and data cards for marketing use.
  • Customer Events Organisation: Plan and execute customer events, facilitating networking opportunities and gathering live customer insights.

Requirements

  • 3+ years of experience in organising customer events and business analytics
  • Proven experience with B2B customer datasets, preferably in IT, retail, or finance
  • Proficiency in analytics tools and languages including SQL, SAS, and Tableau
  • Advanced skills in Excel and PowerPoint for presentations
  • Certifications in Excel, SQL, and SAS are advantageous
  • Experience in customer segmentation, contact strategy, and market research
  • Agile project management skills to manage a diverse range of programmes effectively
  • Strong organisational agility, command skills, and interpersonal skills to collaborate across functions in a global virtual organisation

A multinational cloud-based software company specialising in a series of products designed to drive creative innovation across multimedia. Used by millions around the world for personal and professional use across all industries.

Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.

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