Customer Insight Analyst

The primary function of the Customer Insight Analyst is to understand, monitor and report upon the behaviour of Iceland's customers and translate this customer insight into actionable recommendations and plans to help drive and inform the Ecommerce trading strategy.

The role will cover multiple insight streams from channel behaviours, to shopping and product preferences with the output from this insight feeding into all areas of the Ecommerce team.

The Analyst will be responsible for understanding the full end to end customer journey from acquisition to loyalty and be able to identify areas of friction and opportunity within this journey.

Although the main focus of the role will be on Online trading, the team will also need to understand multiple shopping channels such as Shop and Go, Home Delivery, Over 60 etc, and how these channels combine into a multi-channel shopping experience.

Specific Tasks:

• Own and enhance customer segmentation logic.


• Work closely with the BI team to build data solutions to be integrated into Power Bi


• Work with the data team to inform customer behavioural modelling.


• Own and develop new and enhanced KPI's and metrics for the Ecomm team.


• Use customer behavioural modelling to inform forecasting routines.


• Produce high quality customer insight projects (Both self-identified and directed)


• Maintain regular routines to feed customer information back to the wider team.


• Identify opportunities to increase trading and loyalty within granular level customer groups/types.


• Inform CRM strategy through customer information.


• Use customer specific insights to articulate business and trading performance (What worked/What didn't)


• Be the voice of our customer across the Ecomm team.
  
  High degree of competency in SQL. (or similar)


• Good understanding of data modelling techniques.


• Experience behavioural modelling.


Other skills and competencies:

• Good knowledge of Microsoft Office products including a proven track record in using Excel (or similar) to manipulate/interrogate data and present findings in an understandable and engaging way.


• The ability to gather, interpret and combine data from a multitude of sources and formats.


• Create engaging presentations based on findings and articulate technical details to a non-technical audience.


• The ability to deliver accurate, relevant, and timely information, based on solid research.


• Experience in working with large and disparate data sources.


• An understanding of both Qualitative and Quantitative research technology.
  
  15% discount in Iceland stores


• 30% discount at Club Individual Restaurants


• 33 days holiday (including bank holidays)


• Pension (NEST)


• Free onsite parking


• Onsite electric car charging ports


• Subsidised staff restaurant and Costa Coffee


• Christmas vouchers


• Refer a Friend Scheme


• Christmas Savings scheme


• Discounted dry cleaning


• Long service awards