Senior Customer Insight Analyst
Job Title: Senior Customer Insight Analyst
Location: Glasgow, Cardiff or Reading
Salary: £35,147 - £46,418 depending on skills and experience
Permanent | Full Time Hours with flexible working patterns available | 37 hours per week
The Customer Retention and Value Management Team are responsible for managing domestic customer churn across our Energy portfolio, through creating retention strategies that drive value and ensure positive customer outcomes. The development of our customer strategies is dependent on generating robust, timely and relevant customer insight.
As Senior Customer Insight Analyst, you'll provide insight on customer segments to drive the development of customer strategies across the business. Working with cross functional and indirect teams, you'll manage the prioritisation of activities ensuring that we establish the needs of the customer to develop the right propositions for key customer groups. You'll be responsible for defining and evaluating performance KPI's by customer segment, identifying trends and making recommendations for appropriate interventions when required. You'll also drive the business case development for retention & customer value initiatives, demonstrating evidence of return on investment. Supporting the development of our predictive data models will be integral to this role, as will the utilisation of business improvement tools to help produce and develop automated reports and dashboards that you'll use to inform senior stakeholders of performance.
Your Skills and Experience
Ideally, we're looking for someone who has extensive experience within a research/insight/business analysis role within a corporate environment, who can manage and influence multiple stakeholders within a matrix management structure. You'll have a solid understanding of the impact of changing customer behaviours and setting appropriate performance targets around these. You'll be proficient in creating performance frameworks that monitor changes in customer behaviour and more importantly, be able to use your excellent communication skills to evidence the importance of doing so. A sound knowledge and understanding of product lifecycle and proposition development is desirable. The ability to analyse and interpret data easily to provide accurate insight, enabling effective decision making on all levels is essential. You'll be a team player who can deliver to deadlines and is committed to delivering excellence. You'll also use your interpersonal skills to build and maintain strong relationships with key stakeholders.
Our Retail business is a market leader in supply of electricity and gas and in other energy-related services such as telecoms, broadband and boiler cover. We supply energy under our brands: SSE, SSE Scottish Hydro, SSE Southern Electric and SSE SWALEC in the Great Britain market. At SSE, we're committed to giving you excellent customer service and treating you fairly; we want to make life easier for you, find ways of saving you money, and be on hand to help when you need us the most, that's our customer promise.
We have an excellent benefits package as part of our offering. Here's a few highlights;
- Generous holiday allowance (you can even buy additional holidays)
- Great share plans
- Group Pension Plan
- One day paid volunteering
- Tailored internal development opportunities
Just click the Apply Now button to submit your application, it doesn't take long.
Closing date for applications is: Sunday 13 January 2019
This vacancy is open to internal and external candidates. If you're internal, please notify your line manager before you submit your application. If you're successful, we'll conduct some pre-employment checks.