Customer Insight Analyst

  • Customer Insight Analyst
  • Payments / FinTech
  • up to £40k + bonus
  • London

Our client - a market leading payment platform, seeks a Customer Insight Analyst to support their Customer Insights team in the analysis and on-going management of the data around their customer service. You will utilise an inquisitive mindset to analyse behaviours and trends in customer data, building a deep understanding of customer needs. By becoming the acknowledged expert on all thing's engagement, satisfaction, loyalty and retention you will understand our customers' concerns; finding creative solutions with the aim of growing and retaining their business. Responsibilities will include:

  • Identifying key touchpoints in a customer's interaction with the brand, generating actionable insight to aid the business to drive product cross sell and increase engagement throughout the customer lifecycle, selling in recommendations for change with key stakeholder groups
  • Discovery and analysis of customer service & experience data and the impact it has on the customer onboarding experience, retention, product use and long-term value
  • Utilising predictive modelling and segmentation techniques (machine learning) to develop robust multivariate solutions which can help direct targeting strategy towards a next best action approach
  • Driving the application of appropriate tests, utilising suitable tracking and KPI measurement methodology to continually learn and improve our understanding of the customer
  • Working in partnership with Insight colleagues to ensure we deploy a holistic approach to lifecycle communications throughout all customer touchpoints and life stages

Technical Skills:

  • Advanced SQL; must be able to construct complex queries and have experience working with large, complex, and diverse datasets
  • Degree educated in a subject with a significant Mathematical element
  • Experience using Tableau/PowerPoint or other similar platforms for the creation of presentations and data visualisations would be beneficial
  • Ability to convey complex ideas/problems/subjects in a clear and concise manner, and turn this into actionable insights for the business to implement
  • Experience of influencing stakeholders to adopt data-driven recommendations
  • Strong Excel skills (VBA a plus)
  • Exposure to R, Python or SPSS for statistical analysis, ML techniques (e.g. predictive modelling or clustering) or a desire and willingness to learn and understanding of key statistical concepts and techniques

If you are an insights driven analyst who is passionate about maximising customer value and you are looking to make a real business impact, then get in touch now!!