Lead Customer Analyst

Location: Cardiff (2 days per week in-office)

Confused.com is the UK’s first comparison platform for car insurance. We’ve been helping customers since 2002 by empowering them to make better decisions around insurance and financial services. Our mission is simple: take away the confusion when comparing financial products and services to help you save time and money.

We’re part of RVU, a group of online brands (including Uswitch, Tempcover and Money.co.uk) that empowers people to make confident decisions across a range of household services.

About the team

The Customer Analytics team brings value within our business by producing engaging and actionable analytical insight, all centred around delivering the best possible service to our customer base. Working closely with the Head of Customer, this team drives continuous improvements by delivering against our key strategic objectives, taking complex ideas and delivering solutions that drive positive change and direction. 

This team utilises our cutting edge data platform to help the business understand what makes consumers tick when they shop for their insurance products, along with how we can meet their evolving needs through Braze (our Customer Engagement Platform) and wider marketing channels.

About the role

We’re looking for a Lead Customer Analyst to utilise their extensive knowledge and experience, to initiate, steer and deliver a variety of analytical projects to drive positive change for Confused.com and its customers. As a Lead Analyst, you will be able to extract insight from our data to direct our strategy, and guide and support your fellow Analysts, pushing boundaries and utilising your knowledge to achieve positive outcomes. What you’ll be doing:

• Provide a joined up view of customer KPIs, Identifying and quantifying the key factors driving our retention and life-time value metrics, reacting with rigour and urgency to any changes.  
• Uncover, scope, size and action new opportunities to improve customer loyalty, retention and life-time value
• Continuously improve our customer strategy through optimisation of audiences, rewards, channels, propositions, campaigns and incentives that meet our customers’ evolving needs
• Create compelling, actionable and high-value bespoke analysis through data mining, data visualisation techniques & storytelling
• Work closely with our Data Scientists to continue to invest and evolve our customer segmentation and life-time value modelling
• Investigate a wide array of available sources of information to influence and direct our customer engagement strategy 

• Work closely with our other comparison brands and products to deliver a joined up customer view in line with our group strategy   
• Take a holistic view of our customer strategy, linking projects and initiatives across multiple teams to ensure alignment and to get a clear view of performance
• Support other analysts and promote best-practice throughout the business, embedding learnings and driving continuous improvement
• Champion the application of marketing effectiveness principles to every investment decision

What we’re looking for:

• Proven track record of delivering actionable and insightful customer analysis within a fast moving business working with key stakeholders and influencing top-level decision making
• Good knowledge of SQL, BigQuery and/or Python
• Experience using data visualisation tools, such as Tableau or PowerBI
• Experience of statistical methodologies and data analysis techniques
• Experience with Braze or similar CRM platforms is highly advantageous 
• Experience of using control groups and measuring campaign performance

• Strong understanding of core marketing and product KPIs, and how these can be influenced
• Strong presentation skills, including the ability to translate complex data into understandable insight
• Excellent interpersonal and communication skills
• Experience of working with marketing audiences cross channel and App desirable
• Experience of working with loyalty programs is desirable but not a must

You don’t need to tick off everything on this list - so don’t let that hold you back from applying. There are plenty of opportunities to learn with us!

Our commitment to you:

At Confused.com we believe that we can be the change we wish to see in the world. We hold ourselves accountable to being open and inclusive teammates and community members. We embrace our differences and are committed to creating an inclusive environment that reflects the world we live in.

We want to give you a great work environment. We want to contribute to both your personal and professional development, and give you great benefits to make your time at Confused.com even more enjoyable. Some of these benefits include:

• A competitive salary and bonus package
• Employer matching pension up to 7.5%
• Hybrid approach of in-office and remote working, and a “Work from Home” budget to help contribute towards a great work environment at home
• Annual leave of 25 days (excluding bank holidays) which will increase with length of service (up to a maximum of 30 days) and  additional leave options
• Excellent maternity, paternity and adoption leave policy, for those key moments in your life
• Employee Assistance Programme (EAP), Simply Health Scheme and access to the Calm app.
• Regular events - company-wide events with insightful external speakers as we want to make sure our colleagues continue to feel connected
• A healthy learning and training budget, as well as the chance to go to conferences around the world every year
• Private medical scheme

Confused.com is proud to have been officially recognised as a 2022 UK’s Best Workplace™ and as a 2022 UK’s Best Workplace™ for Wellbeing in the Large size category!

-

P.S. As a tech company who strives to get better every day, we use Metaview during the interview processes to record and transcribe interviews so we can continuously improve the quality of our interviews and your experience. This has no bearing on the assessment of you as a candidate and you can opt out at any time. Just let the recruitment team know. 

#LI-hybrid