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 (url removed)) that empowers people to make confident decisions across a range of household services.

About the role

We are looking for a Lead Customer Analyst to join our established Customer & Retention department, where they will inject their knowledge, experience and ideas to drive positive targeted change for our customers and our business.

Working closely with the Head of Customer, along with other senior strategy leaders, this person will bring their vast experience in customer analytics and modelling, to support in developing and building out the next generation of our customer strategy. 

Collaborating with a team of analytics and data science specialists you will develop innovative solutions that produce actionable customer insights. This person will digest and investigate complex and exciting ideas and will directly see their solutions implemented and how those solutions have supported our customers and our business.

This role exists within the Customer Analytics team, who creates analytics and data science solutions that enhance the understanding of our customers that empowers business decisions. This team drives continuous improvements by delivering against our key strategic objectives, all focused around meeting our customers evolving needs. They are powered by cutting edge data and service platforms, this team continues to take data into insight and actions.

What you’ll be doing:

• Working with the Head of Customer to develop the next generation for our customer strategy, with data-led insight at the heart of decision making
• Deliver and build customer analytical solutions and machine learning outputs that anticipate our customers’ evolving needs and improve our personalisation and retention efforts
• Provide our company with a deep understanding of the insurance markets switching cycles and deliver creative and innovative solutions to increase engagement, brand loyalty and lifetime value 
• Track key performance indicators (KPIs) related to customer engagement and satisfaction and provide insight, along with recommendations to drive improvements in them
• Working with data scientists, identify and quantify the key drivers from new and established models that can be tracked, investigated and actioned 
• Uncover new opportunities to improve our relationship with our customers in a highly competitive market, applying strategies to offering personalised deals, alerts, and notifications
• Uncover new churn triggers and build customer-centric solutions mitigate them that can be directly implemented in our services  
• Working with our customer research team understand our customers needs and preferences, offering tailored suggestions and improving user satisfaction and loyalty.
• Deliver insight that leads to optimisation of audiences, rewards, channels, propositions, campaigns and incentives that meet our customers’ evolving needs
• Creating compelling, actionable and high-value bespoke analysis that allow for data storytelling and decision making
• Investigating a wide array of available sources of information to influence and direct our customer engagement strategy   
• Taking 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
• Working closely with our other comparison brands and products to deliver a joined up customer view in line with our group strategy

What you'll bring to the role:

• Experience in a customer analytics/modelling role
• Proficiency in programming with one or more of R, Python, or SQL, with a proven ability to manipulate and prepare data for analytics and statistical modelling
• Experience utilising CRM platforms (I.e. Braze etc.) to optimise retention and engagement performance  
• Experience in building and developing consumer behaviour/segmentation models
• Experience of statistical methodologies and data analysis techniques
• Experience of using control groups and measuring campaign performance
• Experience of working with marketing audiences cross channel and App
• Experience of working with loyalty programs
• Demonstrated passion for using customer data and technical expertise to drive actionable insights and business impact
• Proven track record working with key stakeholders and influencing top-level decision making
• Strong presentation skills, including the ability to translate complex data into understandable insight
• Degree or post-graduate level qualification in a numerate or programming-oriented subject, or equivalent industry experience 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.

Benefits

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!

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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. 

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