Senior Customer Insight Analyst

at  Ocado Retail

KEY SKILLS

• Interrogating internal databases to provide recommendations to the marketing team and Ocado Retail’s senior leadership within the commercial context. This will involve both shorter term, quick turnaround questions to help inform tactical decision making and longer term projects shaping the future of Ocado Retail’s customer and marketing strategy.
• Visualising data and presenting insight in a concise manner with presentations tailored to the technical level of the audience.
• Analyse information beyond our own data sources in order to develop our understanding of customer and retail perception and our performance relative to the wider market.
• Developing and maintaining key business reports to enable stakeholders to self-serve regular queries and increase the level of data-based decision making within the company.
• Applying statistical techniques such as regression modelling to quantify the impact of variables affecting past campaign performance (and build prediction models for future performance accordingly), as well as applying statistical tests to validate the robustness of recommendations.
• Supporting junior team members, including quality control of code & recommendations and mentoring with stakeholder management & project scoping.

Knowledge, Skills & Experience

• Essential:
• Strong experience as an analyst
• Experience in presenting analytics driven output to wide ranging audiences
• Proven experience of data mining using SQL (ODS and BigQuery)
• Ability to drive projects forward and deliver to plan
• The ability to communicate and influence at all levels
• Excellent Excel skills
• Numerate or Technical Degree (2:1 and above)
• Mathematics A Level (or equivalent) Grade A or above
• Preferred:
• Experience in a retail, e-commerce or FMCG consumer-facing business
• Experience with data visualisation software such as Tableau
• Familiarity with Google’s wider data ecosystem (e.g. Google Cloud Storage, AutoML)
• Knowledge of VBA
• Experience of R or Python

A LITTLE BIT MORE ABOUT US

Our business is a joint venture between Ocado Group and M&S. It’s a successful combination of award-winning customer service and unrivaled customer data; world-leading technology and logistics from Ocado Group, and unrivaled product development from M&S.

THE ROLE/PROFILE

The Senior Customer Insight Analyst role is responsible for supporting the marketing team to deliver their commercial objectives.
Customer Insight Analysts are required to extract, manipulate and analyse data to provide critical management information to enable decision making on the key questions facing the Marketing team. This includes informing campaign design, supporting implementation, advising on campaign performance and suggesting improvements. There is also responsibility to provide insight on customer behaviours and how Ocado can best fulfil their needs. As a Senior Customer Insight Analyst you will also be responsible for mentoring and developing more junior members of the team, developing the strategic questions and managing stakeholder relationships.

Example projects

• Predicting lifetime value of customers
• Segmenting our customer base to better understand how they shop and then using this to recommend changes to: marketing campaigns, range, pricing and promotions.
• Building an acquisition attribution model to calculate return on marketing investments, and rebuilding acquisition reporting to incorporate the new model.

KEY RESPONSIBILITIES

• Interrogating internal databases to provide recommendations to the marketing team and Ocado Retail’s senior leadership within the commercial context. This will involve both shorter term, quick turnaround questions to help inform tactical decision making and longer term projects shaping the future of Ocado Retail’s customer and marketing strategy.
• Visualising data and presenting insight in a concise manner with presentations tailored to the technical level of the audience.
• Analyse information beyond our own data sources in order to develop our understanding of customer and retail perception and our performance relative to the wider market.
• Developing and maintaining key business reports to enable stakeholders to self-serve regular queries and increase the level of data-based decision making within the company.
• Applying statistical techniques such as regression modelling to quantify the impact of variables affecting past campaign performance (and build prediction models for future performance accordingly), as well as applying statistical tests to validate the robustness of recommendations.
• Supporting junior team members, including quality control of code & recommendations and mentoring with stakeholder management & project scoping.