Customer Insight Analyst

Role Overview & Responsibilities

Full Time

12 Month FTC

Hybrid UK Based

Our journey:

At Shell Energy, we believe that home energy matters.

Our home energy business was born out of Shell’s acquisition of First Utility in 2018. As an original challenger to the big energy suppliers, First Utility had a heritage of supplying great value energy and broadband to customers.

Shell Energy supplies 100% renewable electricity, as well as gas, smart home technology and broadband, to British homes.

Who you’ll work with:

We’re ambitious with a pace to match, and as part of one of the world’s largest companies, the opportunity and ability to push forward is greater than ever before.

We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through.

Every day we work to provide an environment where all employees feel valued and included, and are able to nurture their talent as individuals and as part of a collaborative team.

A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you’ll be able to apply and develop your skills and knowledge as part of a collaborative team that’s helping to innovate.

Your part in our journey:

Working closely with the CRM, sales, product and other teams, the Customer Insight analyst will provide actionable insight into trends, scenarios and performances for the business to continue its success both on and offline. You will play an integral role in influencing both business strategies, delivering customer insights and knowledge through quantitative data reporting and modelling. With an inquisitive and commercial mindset, Data storytelling must be at the heart of everything you do, gaining buy-in from senior stakeholders through clear and concise messages with the ability to support your findings at a granular level. This is much more than a technical role. As our Customer Insight expert you will excel at problem solving, have a passionate interest in customer behaviour and exceptional commercial instincts, helping you to carve out new opportunities and future strategies through data modelling, scenario and budget forecasting through to sensitivity and proprietary testing.

The role day to day:

Process and analyse customer, sales and market data to produce clear findings and recommendations for the marketing, online and sales teams to action.

Granular behaviour analysis to enable the early identification of issues to allow timely corrective action where necessary; proactive suggestions to drive performance improvement

Working closely with Data teams (internal & external) to resolve issues and data exemptions

Work cross functionally to identify improvements in data requirements and processes to improve ROI, NPV and CLV

Communicate segmentation analysis, relevant trends and campaign performances (including SLA’s & KPI’s) to internal as well as external stakeholders and across the business

Contribute to new customer proposition projects based on historical performance, competitor analysis, market trends and government regulation

Forecasting through Uncertainty/Sensitivity testing and scenario planning to create data driven performance from historic and current data

Customer journey analysis, on and offline, focussing on path to conversion attribution, MVT analysis and churn

Reporting on trend analysis and root cause

Touching on brand performance including MPS scores

Proactively seek out opportunities to add value to the business

What you’ll need to help you make the best of the role:

Strong Excel skills (Including Advanced functions, Charting, Pivots and Macros)

Proficient in data mining using SQL

Experience in managing data and proven success in applying a range of analytical skills and techniques

Strong commercial awareness

Demonstrable experience of data modelling

A natural problem solver with the ability to understand and interpret data effectively

Ability to work proactively and manage own workload to tight deadlines with a flexible approach

Attention to detail and critical thinking

Inquisitive in nature

The ‘nice to haves’

Exposure to R or Tableau desirable; any additional coding skills would be advantageous

Statistical modelling and understanding

Experience within retail or subscription based businesses with a loyalty scheme or large CRM environment would be a plus

Family Friendly

Company maternity /adoption pay - 26 weeks full pay, followed by 13 weeks statutory pay for eligible employees.

Two weeks full paternity pay

BUPA Private Healthcare

Life Assurance

Pension Scheme

Flexible Working

Agile Working/Working from Home where appropriate

Staff Tariffs

Development Opportunities

Mentoring Scheme

Apprenticeship Schemes

Training and Coaching

Development Portal to access development material and share experiences

Lifestyle

Exclusive Retail Discounts (from nearly 900 retailers)

25 days holiday (plus Bank Holidays) and Holiday Trading Scheme

Quarterly Team Socials

Well-being

Platform to access healthy meal ideas, exercise videos and mindfulness tips

Access to impartial financial advice

E-cards to share thanks with colleagues

A fresh start to the week with free fresh fruit, every Monday

Charity events to support our charity partner