2304 IT & Software Developer jobs in the UK
Customer Insight & Intelligence Lead
£40,000 - 40,000
Saga Insurance
Sandgate High Street 88, Sandgate
£40,000 - 40,000
Requirements
Must:
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As our Customer Insight & Intelligence Lead, you will need to possess proven experience in customer insight, data analytics, or business intelligence roles, ideally within the insurance sector or another regulated industry. You should have experience in a large-scale customer operation, preferably from the insurance industry, but we welcome applications from other regulated areas. You must demonstrate the following skills and experiences:
- Strong analytical skills with proficiency in data analysis tools (e.g., SQL, Python, R, Tableau, Power BI).
- Experience integrating and analyzing multiple data sources (VoC, complaints, transactions, journey analytics, etc.).
- Ability to translate complex data into clear, actionable insights and recommendations.
- Excellent communication and stakeholder management skills.
- Experience with customer journey mapping and process improvement methodologies.
- Knowledge of data privacy, compliance, and governance requirements.
- A bachelor’s degree in a relevant field (e.g., Data Science, Business Analytics, Statistics, Marketing, or similar).
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Responsibilities
In the role of Customer Insight & Intelligence Lead, I will have several key responsibilities:
- Aggregate and analyze data from Voice of Customer (VoC) surveys, complaints, transactions, customer journeys, conversations, and retention/churn metrics to identify trends, pain points, and opportunities for improvement.
- Develop actionable insights and recommendations that inform customer journey enhancements, product/service design, and operational processes.
- Build and maintain dashboards, reports, and presentations that clearly communicate findings to stakeholders at all levels, utilizing data visualization and narrative techniques.
- Collaborate closely with CX, product, marketing, operations, and technology teams to ensure insights are embedded into decision-making and drive cross-functional improvements.
- Use analytics to map and optimize end-to-end customer journeys, identifying friction points and prioritizing interventions with the most significant impact on satisfaction and retention.
- Establish feedback loops to monitor the impact of changes, measure outcomes, and refine strategies based on real-world results.
- Ensure data integrity, compliance, and best practices in data management, collaborating with IT and data governance teams as needed.
- Stay updated on the latest trends in customer analytics, data science, and best practices in the insurance industry.
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Description
At Saga, we recognize that our people make us special. We believe our colleagues deserve rewards for their excellence, which is why we’ve put together an outstanding benefits package for all employees: - 25 days holiday + bank holidays - Option to purchase an additional 5 days of leave - Pension scheme matched up to 10% - Company performance-related annual bonus (up to 5%) - Life assurance policy (4 x salary) upon joining - Wellbeing program - Colleague discounts including family discounts on cruises, holidays, and insurance - Access to Saga Academy, our bespoke learning platform Saga has become the UK’s specialist provider of products and services for people aged over 50. We aim to be the most trusted brand for older individuals in the UK, recognized for our high-quality products and exceptional service. Our commitment to creating an inclusive culture allows all colleagues to bring their authentic selves to work, facilitating a respectful and discrimination-free environment. We are proud to have been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista, reflecting the fantastic culture we’ve built together.
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