Customer Intelligence Analyst, Customer Engagement and Channel Performance

• Delivering data-driven insights to identify, quantify and optimise conversion opportunities across digital channels


• Analysing end-to-end customer journeys, including web and app behaviour, drop-off points, and channel interactions


• Evaluating 1:1 customer engagement campaign performance and making recommendations for improvement


• Leveraging digital analytics tools to understand customer behaviour, attribution and experience across journeys


• Supporting test-and-learn and experimentation activity, including A/B testing and journey optimisation


• Proactively identifying new data sources to enhance insights and improve conversion rates


• Designing and maintaining insight-led dashboards and MI, combining customer, product and digital metrics


• Collaborating with stakeholders across the business to deliver exceptional customer-centric solutions


• Developing and maintaining great working relationships with key stakeholders

Requirements

• Extensive experience working with customer and product data within retail banking (Required)


• A great track record of delivering actionable analytical insights across journeys, products and customer segments (Required)


• Experience with digital journey optimisation, funnel analysis and experimentation (Required)


• Extensive experience with BI tools: SAS, SQL, HUE, AWS Athena (Required)


• Experience with other BI tools/platforms: Power BI, Python, Adobe Analytics, Adobe CJO (Preferred)


• Excellent commercial awareness with the ability to link insights with business outcomes (Required)


• Advanced MS Office skills, particularly Excel & PowerPoint (Required)


• Experience working within an Agile delivery framework (Preferred)

Core Competencies

Demonstrates expertise in delivering data-driven insights and optimizing digital customer journeys through advanced analytics and BI tools. Proficient in collaborating with stakeholders to enhance customer engagement and drive business outcomes.

Highest-signal resume keywords

• Customer Data Analysis


• Digital Journey Optimisation


• BI Tools: SAS, SQL, HUE, AWS Athena


• A/B Testing


• Commercial Awareness

ATS Optimization Keywords
Hard Skills

• Data-Driven Insights


• Funnel Analysis


• Customer Engagement Campaigns


• Digital Analytics


• Dashboard Design


• Experimentation


• Data Source Identification


• Customer Journey Analysis


• Advanced Excel


• PowerPoint

Soft Skills

• Collaboration


• Relationship Building


• Stakeholder Engagement

Industry Keywords

• Retail Banking


• Agile Delivery Framework

Tools & Technologies

• Power BI


• Python


• Adobe Analytics


• Adobe CJO