You’ll be joining the Customer Strategy, Insight and Experience team who play a pivotal role in L&G’s General Insurance (GI) business by inspiring customer-focussed action across the business.

You’ll be joining the Customer Strategy, Insight and Experience team who play a pivotal role in L&G’s General Insurance (GI) business by inspiring customer-focussed action across the business.

As Customer Analysis Manager you’ll be confident working with numerous data sources and methodologies, interpreting and drawing clear recommendations to inspire action that increases customer retention and improves the customer experience. You’ll work closely with data owners across the business (BI, Pricing, Marketing and Operational colleagues) to understand customers and ensure they are at the heart of key business decisions, through the scoping, creation and landing of commercially compelling insight.

The purpose of your role is to deliver excellence in customer analytics and management information:

• Using customer segmentation, profiling, propensity models and other advanced analytics to understand and drive value from L&G’s GI customer base.
• Delivering end-to-end customer insight including capturing requests from internal customers, planning analysis, data manipulation and analysis, generating insights and delivering back to stakeholders in an actionable way
• Developing Management Information from multiple data sources, creating reports and dashboards that enable users to understand campaign and commercial performance.
• Being the voice of the customer; leading, nurturing and embedding an approach to decision-making based on customer data and insight

Principle Accountabilities:

• Establish and own the Retention and Customer Experience Analysis & MI plan, responding to stakeholder requirements and aligning with GI’s strategic objectives and financial plan
• Develop strong relationships with data owners across BI, Group Customer Data, Finance, Pricing and Operational teams to source relevant data for analysis and performance reporting.
• Work directly, proactively and collaboratively with business customers to understand their needs and priorities, forging strong relationships, delivering insights, managing the day-to-day relationships and ensuring that the work completed is robust, relevant and actionable
• Lead analysis projects to support business initiatives that increase the value of L&G’s customer base, with a particular focus on analysis that provides actionable insights to improve the customer experience and customer retention, together with associated customer metrics
• Deploy segmentation, econometrics, inferential statistics, profiling and landscaping to understand customers and facilitate targeting that serves to improve marketing, retention, customer experience, engagement and conversion performance
• Utilise propensity models and other techniques to measure campaign performance.
• Provide expertise on the uses of analysis and insight to improve performance.
• Establish monthly Customer and Commercial reporting to enable users to (i) understand where opportunities to improve retention, customer-value and profitability lie and (ii) monitor the extent to which performance is improving
• Improve efficiency and automate BAU tasks
• Ensure that all data is stored in a compliant manner with L&G’s data storage policy and that any data transferred is in a secure manner in accordance with L&G’s policy and the data protection act.

Qualifications:

• Educated to degree level or equivalent 
• Insight / Analysis or equivalent Marketing qualification
• Training in advanced statistics and analytics (degree in a relevant subject and/ or equivalent professional experience)
• SAS experience (SAS Certification an Advantage)
• SQL coding to manipulate data on GMD and other warehouses

Knowledge:

• Executing optimal customer analysis, including deploying an analytical processes to deliver robust, actionable insights
• Establishing MI, including deploying a process to generate and visualise campaign, customer and commercial performance (customer-value, retention and profitability)
• Analytical best practice across insight teams
• Developing propensity and other models and application to understand and improve performance
• Regression modelling and quantifying the commercial opportunity with/value of Customer Experience - evidencing the value of journey improvements on the bottom line/customer retention
• Customer metrics such as NPS and CSAT

Understanding of:

• Data Protection Act, European data directive and application
• L&G’s data storage policy and data transfer policy.
• Other group data sources (insurance, LGIM, LGR) to supplement GMD data
• Analysis briefing and review process to ensure all analysis correctly logged and auditable
• General Insurance products.
• Working with insight & analytics in a large organisation

Skills:

• Technical experience in data manipulation, visualisation, analysis tools and data programmes; SAS, SQL, Tableau, Power BI, etc.
• A good understanding and experience of database design, Reporting and Dashboard design, data management & processing, data visualisation and usage within a commercial environment
• Ability to translate complicated results data insights into easily digestible business opportunities and metrics through effective presentations
• Evidence of developing Management Information from multiple data sources
• Experience with manipulating data from its raw state in to useable well-constructed data tables for reporting and analysis purposes
• Experience of blending and integrating multiple sources of data (customer, financial, pricing, operational and customer experience) to achieve exceptional levels of actionable insight across audiences
• Highly numerate, an analytical background with good understanding of customer and marketing/ digital principles / Business Reporting Skills
• Automation Experience
• Self-motivated, self-starter with a positive can-do attitude and ambition to relentlessly mine data for insights that improve customer, commercial and operational outcomes
• Proven track record leading analytics projects with demonstrated financial impact
• Proficient in developing experiments and measuring campaign performance
• Accurately test and check processes for errors that may influence analysis effectiveness.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days' holiday (plus one day after two years), an annual supplement for private medical insurance, performance related bonuses, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For more information, please contact Rachel Chima, Resourcing Consultant - rachel.chima@landg.com.