Senior Analyst - Customer Journeys

at  Centrica

JOIN US, BE PART OF MORE.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We’re energisers. One team of 21,000 colleagues that’s energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels, whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

KEY ACCOUNTABILITIES:

• Line manage a team of analysts with skillsets covering digital, customer journeys and research & insight
• Manage the operational relationship with the 3rd party supplier of the Voice of the Customer programme
• Coach and mentor the team to deliver a 360 view of customer behaviour drawing on each discipline to achieve the best outcome for the stakeholder
• Manage a roadmap of analytical deliverables, regularly interfacing with product owners and product leads to effectively prioritise technology/journey development based on customer impact and achievement of cost-to-serve ambitions
• Deliver rich customer insights and understanding through deep analysis of customer behaviours, attitudes, value and other attributes
• Create robust methodologies to size the impact of CX feature creation and deliver post-go live measurement considering a range of qualitative and quantitative KPIs
• Analyse large data sets covering transactions, interactions and customer demographics to extract actionable insights
• Design and develop algorithms turning raw data into useful information
• Create statistical models usable in products or business decision making
• Obtain datasets from other teams, manipulate them based on requirements and ensure results are communicated to relevant teams
• Translate and understand business problems into requirements, and support Customer Strategy development, Customer Engagement activity, CX & journey improvement and business performance

THE PERSON REQUIREMENTS:

• Strong applied mathematics and coding skills e.g. SQL, Python/R
• Exposure to DB and data technologies e.g. Databricks, MS Azure, MySQL, Kafka, Spark, Amazon Athena, Redshift
• Data visualisation tools e.g. Power BI, Tableau
• Statistical techniques used to understand probability, correlation and causation within large data sets e.g. (may have used equivalent of AWS Sagemaker & Jupyter notebook, Databricks)
• Adobe Analytics or equivalent digital analytics experience
• Experience of managing qualitative research and NPS tracking

Please refer the Job description for details