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Do you understand what makes people tick?

We need your help to better connect with our customers. We need to understand their needs, wants and desires so that we can serve them like nobody else does.

People love our ethos, brand and vision, but we need to nurture relationships to build a community, an army of lenders and borrowers striving to support economic activity for everyone's benefit.

About the Role

We need your help to gather and analyse customer insight. Our surveys help us to understand customer needs, and we act on common themes, however, each response has a personal story and it feels that we could be doing more.

You will help our business understand our clients. Your work involves determining how to gather relevant insight about customers and prospects. Following your research and analysis, your colleagues need to be able to use the information to identify tasks that create and meet customer needs.

The role includes: preparation of detailed reports, tracking of lead origination channels, analysing customer acquisition cost for each channel and each customer.

Main Duties

• Customer research to identify and create customer personas
• Assist with report design and dashboard design for improved data analysis
• Identify and delegate UX improvements (online and mobile)
• Identify and arrange for customer testimonial videos
• Online reputation management support
• Study support tickets to gather customer feedback to ensure that issues are addressed correctly
• Capture and interpret customer data from a range of sources and communicate these findings across departments
• Lead on customer propensity analysis and leverage this intelligence to improve marketing strategy
• Manage data quality and retention, with GDPR compliance
• Provide Recency Frequency Monetary (RFM analysis) reports
• Report on the efficacy of customer service, response times to calls and tickets
• Running focus group events to gain insight

Requirements

• Bachelor’s degree in Marketing, Psychology, Statistics, UX or Business
• High level of written and spoken English

Desirable skills - Training will be provided

1. Technically skilled

It is essential that a customer insight analyst has strong numerical and statistical skills. Preferably, insight analysts should be trained in a STEM subject to a degree level, with prior experience using statistical analysis techniques. For instance, they should be familiar with analysis software. In addition, they should have a flair for coding, with the ability to write and correct their own work.

2. An adept problem-solver

An exceptional insight analyst will apply creative analytic methods to solve problems. Therefore, although mathematical skill is important, a great customer insight analyst will be creative as well as technically gifted. In essence, having the tools is not enough – the analyst needs to know how and when to use them. With a perceptive, inventive approach to analytics, a great customer insights analyst will be able to leverage customer data to generate solutions.

3. A curious mind

The best analysts are curious analysts – and a truly gifted customer insight analyst will always ask questions. Always looking to explore new possibilities and unearth knowledge, these analysts will seek new analytic approaches, explore data, and relish new challenges. Often, these analysts will solve problems customers did not even know they had – which is a sure-fire way to maximize customer satisfaction.