£30,000 – 34,000 dependent on experienceCustomer Insight & Intelligence AnalystUp to £30,000 - £34,000 per annum, dependent on experiencePermanentFolkestone HybridWe are looking for a Customer Insight and Intelligence Analyst 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 Customer Insight & Intelligence Lead and will be a part of driving measurable improvements in customer experience, satisfaction, and retention on our PMI and Travel journeys.The Customer Insight and Intelligence Analyst supports the transformation of customer data into actionable insights that drive improvements across the customer journey. You’ll help to produce reports, dashboards, and presentations, and will work closely with the Lead and cross-functional teams to ensure insights are delivered accurately and efficiently.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 a circa twice a week, allowing us to collaborate and share success as a business.Role ResponsibilityAs our Customer Insight and Intelligence Analyst you’ll be responsible for colllecting, cleaning, and preparing data from VoC surveys, complaints, transactions, customer journeys, conversations (e.g., call/chat logs), and retention/churn metrics. Other responsibilities will include:• Conducting descriptive and diagnostic analyses to identify trends, pain points, and opportunities for improvement.• Supporting the development of dashboards, reports, and presentations that communicate findings clearly to stakeholders.• Assisting in mapping and analyzing end-to-end customer journeys, highlighting friction points and supporting prioritization of interventions.• Collaborating with CX, product, marketing, operations, and technology teams to ensure data and insights are available for decision-making.• Monitoring the impact of changes and support the measurement of outcomes and refinement of strategies.• Ensuring data integrity and compliance with data management best practices, working with IT and data governance teams as needed.• Staying informed about the latest tools and techniques in customer analytics and data science.The Ideal CandidateAs our Customer Insight & Intelligence Analyst you will have experience in data analysis, business intelligence, or customer insight.Ideally you will have experience working with the Insurance industry, but we consider applicants from customer focused or regulated areas.You will also be able to demonstrate the following skills and experiences;• Proficiency in data analysis tools (e.g., Excel, SQL, Tableau, Power BI; Python or R is a plus).• Experience working with multiple data sources (VoC, complaints, transactions, journey analytics, etc.).• Ability to translate data into clear, actionable findings.• Strong attention to detail and organizational skills.• Good communication and teamwork skills.• Understanding of data privacy, compliance, and governance requirements.• Bachelor’s degree in a relevant field (e.g., Data Science, Business Analytics, Statistics, Marketing, or similar) or equivalent experience.Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us SpecialPackage DescriptionAt 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 holidaysOption to purchase additional leave - 5 extra daysPension scheme matched up to 10%Company performance related annual bonus - Up to 5%Life assurance policy on joining us, 4 x salaryWellbeing programmeColleague discounts including family discounts on cruises, holidays and insuranceRange of reductions and offers from leading retailers, travel groups and entertainment companiesEnhanced maternity and paternity leaveGrandparents leaveIncome protectionAccess to Saga Academy, our bespoke learning platformAbout the CompanyOver the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become 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. These include cruises and holidays, insurance, personal finance and the Saga Magazine.At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.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.Job Reference: saga/TP/56250/3368