Customer Insights Manager

It is an exciting time for Admiral Money as it continues to scale its young business to support our longer-term aspirations. Admiral Money is looking for Customer Insights Manager to lead our approach into materially increasing the contribution our customer data makes in developing the best customer experience possible.

This is a new team and overtime we expect this area  to expand as we develop deep insights on our customers to develop best in class process and propositions to meet their needs.

The is a multi-disciple role working across several teams in a matrix structure. The successful candidate will be part of a small Digital, customer focused team, but will also work across collections, service and UW.

The successful candidate will need to be an ambitious individual, self-driven and capable of supporting the desire to enhance our knowledge of customer problems through the analysis of customer data.

Using behavioural and attitudinal data from customer engagement with us this role will be at the forefront customer segmentation insight such that we can develop tailored new solutions to customer experiences. Areas such as NPS, Trust Pilot, Sales Journey behaviour, Servicing Contact Engagement, post-sale behaviour, surveys and interviews will all be used to canvas a deep multi-dimensional understanding of our customers.

The right person will be an ambitious, curious, customer centric, strong communicator, commercially astute with a deep understanding on the optimal analysis tools and methods to derive the depth of insight on customers we want to achieve.

Key Responsibilities:

Leadership, People & Relationships

• Lead the customer insight strategy for Admiral Money
• Work within a cross-functional team to deliver on the team’s mission
• Support the vision and strategy for Admiral Money’s product and propositional strategy
• Create strong relationships across the key business functions

Customer Analysis

• Develop a robust suite of customer focussed reporting
• Monitor the portfolio and communicate how customer demographics change over time
• Conduct in-depth analysis into customer interactions and behaviours, developing a deep understanding of our customer base.
• Undertake external market analysis to identify opportunities and risks  
• Support Consumer Duty principles and report on vulnerable customers, consumer understanding etc.

Data Science

• Develop customer segmentation
• Unlock insights from unstructured customer contact data such as webchats and trust pilot reviews
• Develop predictive AI solutions where appropriate.

Commercial Focus & Financials

• Work to deliver against clearly measurable objectives and key financial results
• Support product managers and finance business partners to build data driven business cases for future change/enhancements

About You

Essential:

• Extensive Data and Analytics experience, including BI and Data Science
• Experience of SAS, SQL, Python, R or similar programming languages
• Able to work collaboratively within a high-performance team
• Results driven and commercially aware
• An ability to leave their ego at the door each morning and embrace Admiral’s flat and open structure.
• A proactive and positive mindset orientated towards continuous improvement and test and learn; embracing new ideas

Desirable:

• Management experience, including setting up new teams from scratch.
• Experience within a product or customer/commercial focused role
• Experience managing impactful deliverables

Salary, Benefits and Work-Life Balance

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.

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.

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