Senior CRM Analyst

Senior CRM Analyst

Department: Data & Analytics

Employment Type: Full Time

Location: London

Description Hybrid: Tuesdays and Thursdays in our London office At Uswitch, our goal is to be the UK's favourite way to choose and manage home-life essentials - from broadband and mobiles to energy and insurance. As we continue to grow and expand our services, we are looking for talented individuals who share our passion for making a positive impact on people's lives. If you want to be part of a team that is transforming the way consumers navigate their household services, we would love to hear from you.
The role: As a Senior CRM Analyst, your input will be crucial in driving decision-making. We strive to simplify some of the most complex and daunting consumer marketplaces, to improve the lives of our customers. We give millions of people the information required to save thousands of pounds per year by helping them make more informed decisions about their utility bills and finance products at the right time. We answer questions like:

• How do we most effectively let customers know when they could be switching to a better deal?
• How can we deepen our understanding of our customers to improve their experience with our marketing?
• How do we identify and prioritise the financial decisions that currently matter the most to our customers?

You will be the voice of our data - using it to influence and guide strategy, as well as identifying opportunities that may benefit the business. All our analysts work across the business verticals on a broad range of challenges and though you will start as a Marketing Analyst, you will have the opportunity to work on different challenges, projects and teams throughout your time with RVU. What you'll be working on: You'll join our Marketing Analytics team - a team focused on understanding and optimising all marketing channels, from the effectiveness of Above The Line/Brand to improving the efficiency of key conversion drivers such as Paid Search. Our ambition? To build a best-in-class customer experience. And you'll play a leading role in helping us to achieve it by enabling us to understand our customers better, harnessing data, and discovering insights across all our touchpoints, campaigns, and marketing activities. Using tools and databases including Google Sheets, BigQuery (SQL), Tableau, and Python, you'll tackle intriguing and exciting problems that we're only just starting to understand, in order to:

• Deepen our understanding of CRM programmes and how to, in partnership with the wider marketing and marketing analytics team, optimise the customer journey.
• Collaborate with and influence the relevant marketing team members to make more informed data-guided decisions.
• Monitor, report and diagnose trends in KPIs, automating wherever possible, and proactively finding risks and opportunities.
• Develop analytical tools and models to improve our analytical capabilities.

What we look for:

• Proficiency in SQL is essential; we also use Python for automation, modelling, and experimentation. If you're not an expert yet, we'll help you get there.
• Experience in a CRM or customer-focused analytical role, especially at a senior level.
• Strong communication skills; ability to scope projects, disseminate results, and build confidence with key internal stakeholders of varied backgrounds.
• Experience with BI tools such as Tableau (Git, dbt - nice to haves).
• Experience building complex operational & financial models, synthesising recommendations, and presenting to senior executives.
• Strong prioritisation skills and a sense of urgency; understanding that not every task is urgent, but every day is.

Don't let the list hold you back if you don't meet all criteria - we value learning and growth!
Recent projects:

• Developed an in-house model to improve our Organic search performance.
• Presented a new personalization model for the customer journey to the entire company.
• Supported a company-wide initiative to develop and implement a content relevancy model for customers.

Our commitment:

At RVU, we're dedicated to creating inclusive, user-friendly products that deliver positive outcomes for all our customers. We believe in reflecting the diversity of our community and embracing differences to foster an open, accountable, and inclusive environment.

What we offer: We aim to provide a supportive work environment, growth opportunities, and benefits to enhance your experience with us. Benefits include:

• 10% discretionary yearly bonus and annual pay reviews.
• Hybrid working with 2 in-office days and up to 22 days remote work annually.
• Employer matching pension contributions up to 7.5%.
• A £300 "Work from Home" budget.
• Generous leave policies including maternity, paternity, and shared parental leave.
• 25 days holiday (rising to 30) + 2 "My Time" days.
• Private medical, dental, critical illness cover, and employee assistance programs.
• Employee discounts, training budgets, EV and cycle schemes.
• Free gym access, breakfast, and wellbeing apps.