Job Introduction
Insight Analyst – 12 Month FTC
Salary £32,000 to £38,000 depending on experience
12 Month FTC
Hybrid - Folkestone
Saga is seeking an Insight Analyst within our Insurance business. The purpose of this role is to provide actionable insights feeding into the wider insurance agenda to improve customer experience and customer outcome for the short, medium and long term.
In addition, the role will ensure that the Product, Commercial & Governance business has the tools to self-serve for regular insight needs via the production of published Tableau dashboards and provide support on ad hoc MI requests when needed.
The Insight Analyst will be directly engaged in all areas of the department as well as the wider Insurance business with regards to customer outcomes. This role encompasses a variety of skills including analysis, data visualisation, communication, and stakeholder management.
We work in a hybrid way at Saga both at home and in the office. In this team we work mainly from Folkestone and tend to have a pattern of twice a month. When we do come together as a team, it allows us to grow and learn plus it is a great opportunity to socialise and celebrate too!
Role Responsibility
1. Work within Product Governance team to effectively produce regular and ad hoc reporting to deepen our understanding of customer outcomes/pain-points.
2. Ensure that analysis provides actionable insights to further improve the customer journey, with particular focus on product cancellations, claims journey and affordability.
3. Attend monthly Conduct Risk meetings with stakeholders to present findings on product related data and create/assist actions when need has arisen for deep-dives, defect resolutions or process changes.
4. Support the Supplier Relationship Management area of the team with claims performance insights and ensure supplier reports remain updated and quality checked.
5. Communicate analysis of work with colleagues at all levels within the business both verbally and in report form and writing accurate, clear and concise executive summaries.
6. Design methodologies that will allow us to evaluate impact on the different business KPIs, enabling the Team to focus on the right actions.
7. Build and maintain customer experience Tableau dashboards across various areas/KPIs (Claims Supplier MI, Risk MI, Consumer Duty Outcomes etc…) with specific reference to the regulatory agenda as well as identify areas where new dashboards may be required to further support the department in monitoring product or claims performance.
8. Produce data on customer vulnerabilities to allow for appropriate customer documents to be sent during times of product changes or closures.
9. Assist with regulatory reports as required.
10. Work cross functionally with specific attention to identifying key trends/areas of concern and promote consistency of reporting.
11. Ensure appropriate levels of documentation are maintained and skills/knowledge of an application area is shared with colleagues to provide development opportunities and adequate skills cover.
12. Undertake any other duties assigned by your line manager.
The Ideal Candidate
13. Excellent proficiency in Excel including pivot table analysis (knowledge of macros/vba is a plus)
14. SQL coded queries and uploading data in warehousing platforms (Snowflake or similar, e.g. Databricks)
15. Visual analytics platforms (Tableau or similar, e.g. Power BI)
16. Strong proven experience in data analysis, ideally with a customer-centric outcome
17. Handling complex data structures from multiple sources
18. Experience with customer analytics (satisfaction scores, touchpoint analysis, root cause analysis, etc…)
19. Knowledge of general insurance markets, products and practices including regulatory regime and Consumer Duty is a plus.
20. Analytical skills – quantitative and qualitative
21. Data visualisation
22. Communications skills – written and verbal
23. Stakeholder Management skills
24. Project Management
Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
Package Description
At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.
BENEFITS AVAILABLE TO ALL COLLEAGUES:
25. 25 days holiday + bank holidays
26. Option to purchase additional leave - 5 extra days
27. Pension scheme matched up to 10%
28. Company performance related annual bonus - Up to 5%
29. Life assurance policy on joining us, 4 x salary
30. Wellbeing programme
31. Colleague discounts including family discounts on cruises, holidays and insurance
32. Range of reductions and offers from leading retailers, travel groups and entertainment companies
33. Enhanced maternity and paternity leave
34. Grandparents leave
35. Income protection
36. Access to Saga Academy, our bespoke learning platform