Job Introduction
Customer Insight & Intelligence Lead
Up to £37,000 - £43,000 per annum, dependent on experience
Permanent
Folkestone Hybrid
We are looking for a Customer Insight and Intelligence Lead to join Saga's Insurance business at a pivotal point in our transformation journey.
At the Saga, our customers are in the heart of everything we do and as a business, we support a diverse group of customers and help them at various stages of their lives. In this newly created role, you'll report to the Chief Operating Officer and be responsible for driving measurable improvements in customer experience, satisfaction, and retention on our PMI and Travel journeys.
As Customer Insight and Intelligence Lead, you'll be responsible for transforming customer data into actionable insights that drive continuous improvement across the customer journey.
This role combines advanced analytics, business intelligence, and a deep understanding of customer behaviour to inform strategic decisions and operational enhancements. By integrating data from multiple sources—including Voice of Customer (VoC), complaints, transactions, journey analytics, conversations, and retention metrics—the role ensures that every improvement is grounded in robust evidence and delivers measurable value for both customers and the business.
We work in a hybrid way at Saga both at home and in the office. This role requires you to be working from our Folkestone office roughly twice a week, allowing us to collaborate and share success as a business. There will also be bi-weekly visits to London Kings Cross to meet with the rest of the leadership team.
Main Responsibilities
As our Customer Insight and Intelligence Lead you will be responsible for aggregating and analysing data from VoC surveys, complaints, transactions, customer journeys, conversations (e.g., call/chat logs), and retention/churn metrics to identify trends, pain points, and opportunities for improvement.
Other responsibilities will include:
* Develop actionable insights and recommendations that inform customer journey enhancements, product/service design, and operational processes.
* Build and maintain dashboards, reports, and presentations that communicate findings clearly to stakeholders at all levels, using data visualization and narrative techniques.
* Work 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 that will have the greatest 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, working with IT and data governance teams as needed.
* Stay up to date with the latest trends in customer analytics, data science, and insurance industry best practices.
The Ideal Candidate
As our Customer Insight & Intelligence Lead you will have proven experience in customer insight, data analytics, or business intelligence roles, ideally within insurance or a regulated industry.
You will need to have experience within a large-scale customer operation, ideally from the Insurance industry, but we consider applicants from other regulated areas.
You will also be able to 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.
* Bachelor's degree in a relevant field (e.g., Data Science, Business Analytics, Statistics, Marketing, or similar)
Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
About The Company
Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We're one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.
We aim to be the most-trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.
We're committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.
Thanks to our people, Saga has been ranked 6th in the UK's Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we've built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.
We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We're also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible.
Your application will have fair consideration, and you'll receive personal communication throughout your applicant journey when you apply to join Saga.
For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with Saga
Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.
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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 days holiday + bank holidays
* Option to purchase additional leave - 5 extra days
* Pension scheme matched up to 10%
* Company performance related annual bonus - Up to 5%
* Life assurance policy on joining us, 4 x salary
* Wellbeing programme
* Colleague discounts including family discounts on cruises, holidays and insurance
* Range of reductions and offers from leading retailers, travel groups and entertainment companies
* Enhanced maternity and paternity leave
* Grandparents leave
* Income protection
* Access to Saga Academy, our bespoke learning platform