Customer Insight Analyst recruitment

The Insight team is responsible for the development and implementation of effective customer targeting strategies to support the company’s marketing and sales objectives. Through data-mining, analysis, modelling and segmentation, the team generates actionable insight, leads and campaigns to help optimise the delivery of the business objectives providing better understanding of clients and contributing to a better client experience.

The role holder will report to the Client Insight Manager and is responsible for delivering an effective and compliant campaigns’ targeting service that exploits the company’s client data assets and insights. They will also support strategic objectives providing complex analysis to identify distinct and actionable insights.

The role holder is expected to help deliver improvements to the team’s capability and its use of complex analytical techniques to support Insight requirements. They will work towards gaining buy-in to the use of these techniques and improve understanding of clients and their relationship value, clearly demonstrating the financial value added by the use of insight.

Core Accountabilities

• Insight analysis and behavioural research: Generation of insights relating to client behaviours and usage of products to influence the thinking of key stakeholders and senior management. Identify and explore new data sources, developing and promoting novel and industry-leading techniques business applications to the leadership team for use in generating additional profitability for the group.

• Stakeholders relationship management and leadership: Responsibility for developing a strong high performance culture within the function promoting the company as world class in its use of analytics. Building effective relationships with key stakeholder groups around the organisation, they support the mix of day-to-day work alongside long-term strategic projects. Understand business objectives, challenge assumptions, provide advice and guidance and translate agreed requirements into effective data brief⁄targeting.

• Client targeting: Design, build and deliver client selections for direct marketing (mail campaigns, outbound telemarketing, email, sales leads, action prompts). This includes the design and build of all relevant targeting required (propensity models, segmentations, markers and events) to support campaign selections. Ensuring results are measurable is a key requirement, ensuring good use of control cells for all appropriate activities.

• Support CRM and Data Projects: Support contribute to projects end-to-end, driving increased effectiveness and cost reduction from scoping delivery of requirements to testing and measuring results. Provide consultancy and guidance on new projects with data insight impacts. Be the acknowledged expert and a key point of contact for stakeholders (including team members and customers) by providing advice, guidance and supporting issue resolution.

Key Clients (internal and external)

Business development team, bankers relationship managers, senior management leadership team, marketing, proposition, sales product office, technology and external vendors and suppliers.

Role requirements

Professional⁄Technical Experience

The role holder will have solid experience working in a Customer Relationship Management (CRM) and⁄or Insight team within a credible business, coupled with an in-depth knowledge of database marketing. Excellent data handling, analytical and problem solving skills. Advanced user of data manipulation programmes, i.e. SQL, Excel, Access. Strong applied statistical experience, i.e. propensity models and segmentation. Experience in appropriate statistical programming software, KXEN SAS strongly preferred. Good understanding of Data Protection, data management and privacy and good written and verbal communication, comfortable liaising with people at all levels. The role holder will have good business awareness and ability to interpret and make commercial business recommendations. Good stakeholder management influencing skills are essential and the role holder will have the ability to deliver tactical execution in a fast moving environment.

Academic and professional qualifications

The right candidate will be educated to degree standard (2:1 or equivalent) and preferably hold a relevant professional qualification such as Teradata certified professional program.

Language skills

Good communication skills, comfortable liaising with senior management and have good relationship management and influencing skills. English is a pre-requisite.

Personal attributes

The right candidate will be organised with attention to detail and have a disciplined, yet co-operative, approach to work. Demonstrating a flexible approach to work, allowing directional change, with a “can do” attitude and have the ability execute at speed and to supply fast, innovative solutions to problems. The right candidate will be ambitious, reliable and have both an aptitude and appetite to gain new skills rapidly. As well as having the ability to listen to customers and assign the highest priority to customer satisfaction, using customer insight to drive all decisions and integrate feedback to make tangible improvements.