Customer Insights Analyst

3 weeks ago

London, Greater London, United Kingdom Frasers Group Full time

Job Title: Customer Insights Analyst

As a Customer Insights Analyst at Frasers Group, you will play a crucial role in connecting the dots across our customer data. Your primary responsibility will be to provide valuable insights on our customer's needs and behaviours, and report the health of our customer base to the business.

You will work closely with the CRM, Membership, Trade & Marketing teams and wider digital function, supporting with analysis and reporting to drive better decisions across the customer universe.

Key Responsibilities:

  • Leverage several data sources, including Google Analytics, transactional databases, and advertising platforms, to create a holistic view of the customer.
  • Work closely with data engineering to prioritise a roadmap of data models and automations to satisfy our analytics needs.
  • Scrutinise large datasets with visualisation tools (e.g. PowerBI / Looker) and present the outputs to senior management and wider digital teams.
  • Support the team in delivering a framework of periodic analysis and reporting, communicating our customer performance coherently.
  • Measure the effectiveness of our customer communication through experimentation and incrementality.
  • Develop relationships with data engineering, commercial analytics, and other business stakeholders to ensure continuity in definitions and data governance.
  • Build tools and educate the wider team to help drive a data culture and democratise our data.

Requirements:

  • Proficiency with SQL (required) and R/Python (nice to have).
  • Strong visualisation skills (e.g., PowerBI, Looker, Tableau etc.).
  • Extensive experience working in analytics or business intelligence within an ecommerce / retail setting.
  • Good understanding of applying customer analytics core concepts (e.g. LTV, CAC, RFM, Churn, NPS/CSAT).
  • Expert communicator, with the ability to flex their presentation style based on the audience.
  • A passion for data with natural curiosity for uncovering informative insight.
  • Keen interest in the future of customer analytics, including lifetime value and retention.
  • Experience building / briefing data models in a cloud environment (e.g. BigQuery, Snowflake, Redshift).
  • Ability to work autonomously, building strong working relationships with key stakeholders across CRM, Membership, trading and other digital functions.

Additional Information:

As part of the application process, please provide examples of your portfolio.

An opportunity like this at Frasers Group is for the fearless. The potential is massive, the experience unrivalled. To be able to make the most of it, you need to live and breathe our principles:

  • Think without limits - Think fast, think fearlessly and take the team with you.
  • Own it and back yourself - own the basics, own your role and own the results.
  • Be relevant - Relevant to our people, our partners and the planet.

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