Senior Customer Insight Analyst

  • Direct Line Group Ltd
  • London, UK
  • 01 Nov, 2020
Full Time Marketing Sales

Job Description

COVID-19 Update

We're actively looking for people to join our teams and we're committed in protecting your health and wellbeing during every step of our recruitment process.

If you're successful in securing a role with us you'll find we'll be doing things a little bit differently and it may mean you'll initially join our team by working from home. During this time we'll work with you to make sure you have the tools and equipment you need and that you feel part of our amazing DLG team!

What we're looking for:

Here, we offer the opportunity to share your thoughts and opinions, have a voice in what you believe in, and the ability to be the driving force for change. This role offers the chance to manage the Customer Insight team and change how we understand what makes our customers happy.

You'll have extensive experience delivering strategic insight for commercial benefit, either on a client side or agency side basis. Ideally you'll bring experience working in Finance / Insurance / Technology with a proven track record of combining multiple sources of information, to produce compelling and concise, evidence based, insight.

Who you'll be working with:

We are the foundation of the customer experience, measuring the ways each customer interacts with us and how we can constantly improve the service that makes us the most popular insurer in the UK. You'll be working closely with the Insight team to deliver quality, integrated and compelling insight that drives the business' decision making, as well as working closely with the Customer Journey and Customer Experience teams.

What you'll be doing:

  • Act as the expert voice of the customer to ensure customer journey decisions across DLG are grounded on the right customer experience data to inform the right actions
  • Shortlist, select and manage the external suppliers to run the different customer insight programmes, continuously optimising their performance in terms of costs, efficiency and effectiveness
  • Lead the development of qualitative/quantitative performance insights across all customer journeys and touchpoints to identify key drivers of CEX performance and support decisions on customer journey improvement.
  • Lead deep dive analysis for different stakeholders (also using statistical modelling analysis and customer focus groups), to highlight the drivers and the business impact of the customer experience and inform business cases and decisions on new initiatives or business changes.
  • Identify and leverage external customer insight and measurement sources, to support the benchmarking of our performance and identify specific commercial opportunities and threats to inform commercial and business decisions
  • Effectively work with business owners at all levels, influencing discussion and decisions on customer experience improvement in line with customers' evolving needs and expectations and to meet the agreed customer KPIs and targets

What we'll give you:

We have a strong focus on developing you and your skill set and work hard to give you the tools to do so. In addition to this we also offer a generous benefits package including 25 days annual leave, family and work life balance focused options such as: fully paid maternity leave and parental leave, flexible working, insurance savings for you as well as a range of other optional benefits!..... click apply for full job details