Senior Insight Analyst

Location: Sheffield
Salary: £competitive
# of openings: 1


As a Senior Insight Analyst at Plusnet, you will be part of a team responsible for analysing customer data. Your insights will make an impact on Business Decisions, making sure that Plusnet delivers the best Service & Products to our Customers.


The Role

You will investigate behaviours and demographics, becoming an expert in our Customers. You will be a part of developing market-leading strategies, presenting and engaging with a wide variety of audiences including Senior Leadership.


Understanding the customer journey online and offline are central to the development of process improvements. You will analyse customer journey maps to support delivering a great customer experience. You will work closely with the Transformation, Continuous Improvement, Digital and Operational teams to understand customer demographics and how we can meet their current and future needs.


Your data analysis skills will be put to work building Propensity Models using the internal customer database. This will help to identify the likelihood of customer contact and predict customer satisfaction at different life-stages and touchpoints; guiding our channel and customer management strategy. You will help the business understand how to apply these models to enhance the customer experience.


Key Responsibilities

  • Providing support and recommendations for data-driven decision-making
  • Designing, developing and implementing predictive and descriptive data mining models
  • Supporting the Segmentation Strategy
  • Analysing the results of operational activity
  • Communicating Insights, championing across the Business
  • Identifying informative data sources and incorporate these into Insights
  • Having a clear understanding of the business question behind Insight requests
  • Presenting findings and conclusions in a clear, concise fashion


Key Skills

  • Self-Starter
  • Strong analytical skills with the ability to interpret data and extrapolate trends
  • Good Commercial awareness, making relevant recommendations
  • Strong communication, impact & influence skills
  • Data visualisation
  • Strong Excel skills (Pivots, Lookups)
  • Experience of SQL- appreciation of database design, complex queries and manipulating large datasets
  • Ability to work on multiple projects simultaneously

The Person

  • Relevant experience in Customer Insight or Propensity Modelling
  • Graduate in a numerate degree (Mathematics, Statistics, Sciences)

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