Customer Insight Analyst

As an Customer Insight Analyst, you'll be a key member of National Express' Customer Data, Insight & Research team working hybrid from your headquarters in Birmingham. You will be supporting the business to understand its customers, through data analysis, Customer Insight, segmentation and modelling of our behavioural customer database.  You will be skilled in the art of telling the story with data to help drive better commercial decision making, creating a better understanding within our business of how our customers interact with our brands, as well as what drives their behaviour to enhance our CRM, data and loyalty strategies.

In addition you will have experience of using data and resulting insight to improve the effectiveness of CRM programmes, helping the team to develop relevant messaging and data-driven customer life cycle communications.

You will be joining a dynamic and skilled team of analysts who bring insight to life through data, research, segmentation and modelling and a real passion to dig into the data to provide the insight.

If you're a champion of consumer insight and you've got a real passion for understanding people's behaviour and delivering tangible value for businesses, this will be the ideal role for you.

What you'll do...

• Analyse, manipulate and present data from the Single Customer View database to provide actionable insight to the business to support improving the commercial performance and customer experience as well as understanding better who are customers are.
• Support and improve marketing selections through the Marketing Cloud platform to enable targeting email campaigns to segmented customers.
• Maintain and update the customer segmentation to ensure it reflects our customers as well as providing reporting and analysis on a regular basis on growth, decline and change of the customer base.
• Develop and maintain reporting dashboards to track key Customer and Marketing KPIs and commercial performance, to inform strategic and operational decision making on an on-going basis. 
• Analyse the effectiveness of CRM, Marketing and Business Development activity with a view to continuous improvement and highlighting opportunities for future strategy through Marketing Cloud
• Ability to use tools such as marketing cloud for data selections and optimising campaigns working with the CRM Manager.
• Develop campaign performance dashboards for core campaigns to include an broad array of measurement metrics / indicators
• Work with the research team to understand Customer Insight and bring together data and research methodologies 
• Support the new product development pipeline by providing insightful data analytics, models and metrics.
• Experience of working with data visualisation tools such as Tableau
• Introduce high levels of statistical rigour to ensure all findings are robust

What you'll need...

• Educated to degree level with a minimum of 2 years experience in an analytical role preferably in a consumer led environment.
• Coding experience required
• Strong technical skills in SQL, Python, R, SAS or similar.
• Experience of a wide range of statistical techniques such as segmentation, regression and predictive modelling as well as having the ability to communicate complex analysis to internal and external stakeholders.
• Ability to present, explain and interpret data or analysis to non-technical audiences and senior stakeholders
• Commercially astute
• Ability to collaborate, manage, influence and motivate across organisational boundaries
• Experience of Salesforce desirable

What we offer in return for your hard work and commitment...

• Free Bus & Coach travel for yourself
• Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner
• 50% discount for friends and family on full fares on our coach services
• Life Assurance
• Company pension
• Employee Assistance programme
• Private online GP service

National Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.

We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date.

At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.