AddressIt’s an exciting time for Admiral as it continues to embark on its diversification strategy with our newest product – Pet Insurance, launched in the summer of 2022, growing superbly well throughout 2023 and set to expand massively in 2024 with the acquisition of the More Than Pet Insurance business.
Reporting to the Head of Customer Interactions, the Digital Analyst will be responsible for the delivery and to help create an exceptional customer experience across our online channels covering sales, service and renewals. They will help support and create a strategy for online interactions, with data driven decisions to help prioritisation across various channels.
The Digital analysts will help support market leading customer experiences allowing customers to interact with Admiral Pet seamlessly through their channel of choice. This will be directed by various data driven tools, and knowledge of these would be essential.
The role will be responsible for the strategic view of assisted channels, understanding data and customer behaviour/expectations, and having accountability to grow the profitability and viability of messaging channels, through delivering efficiencies to both automated and human-aided journeys.
Main Duties
- Support the customer strategy for Admiral Pet across online (web, messaging, virtual assistant, bots and any other digital channels) covering sales, service and renewals. Deliver a market leading customer experience, enabling customers to interact with our services through their channel of choice and seamlessly switch channels according to their needs.
- Work alongside all business areas to coordinate, analyse and inform strong decision making with robust and accurate data
- Make sure that our customers are treated fairly at all times
- Give the department the support it needs to deliver fair customer outcomes
- Development and monitoring of key performance indicators
- Regularly review procedures within the department to ensure maximum efficiency is achieved
- Ensure Pet are compliant and kept up to date with any regulatory or digital changes
- Be a customer champion, embedding the principles of Consumer Duty into all customer interactions.
- Be responsible for customer insight, having a suite of data analytics highlighting trends and opportunities to improve customer service and efficiencies across all channels.
- Keep up to date with and have a strong awareness of external market trends and developments in the customer service space.
Key Skills, Qualifications and Experience
- Strong knowledge of online sales, service and renewals journeys and levers to optimise performance and efficiencies.
- Strong customer focus and experience with tools such as Contentsquare
- Ability to understand and question Management Information
- Strong communication skills and relationship-management skills
- Experience of risk and control mechanisms
- Ability to manage and prioritise multiple projects at one time
- Proven track record in delivering projects
- Solutions-driven
- Familiar with established and emerging online customer service solutions
- Excellent track record of cross-organisational relationship building
- Self-driven & proactive
- Ability to understand and align to the objectives of the business
Our Commitment to You
At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.
All qualified applicants will receive equal consideration for employment.
Salary, Benefits and Work-Life Balance
We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.
At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.
All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.
You can also view some of our other key benefits here.
