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Customer Intelligence Analyst

Date: 10-Jun-2021

Location: SLOUGH, GB

Company: Telefonica S.A.

 

Tesco Mobile is the UK’s largest MVNO with over 5 million customers and industry leading customer satisfaction.  We’re a totally unique business, a 50/50 joint venture between Telefonica O2 and Tesco that launched back in 2003.

Being part of Telefonica, one of the world’s most creative digital companies, we’re able to open up all sorts of possibilities – not just for customers, but for the people who work for us, too. 

Great benefits. Great rewards. High-quality training. Ongoing career development. Flexible working. These are just some of the reasons we attract great talent. 

Our inclusive approach to recruitment helps us be a true reflection of our customers and their communities. That’s why everybody’s welcome – it’s time to get everyone in the room. 

 

About the Team

 

This role sits within Marketing at Tesco Mobile and reports into the Customer Intelligence and Analytics Lead.  The Customer Intelligence team provides a comprehensive understanding of consumers, customers and customer segments, their behaviour and value to Tesco Mobile.

 

Our goal is to help Tesco Mobile achieve its business targets and maximise marketing efficiency by providing our colleagues with actionable analysis, insight and recommendations via:

 

  • Campaign evaluations and deep dives
  • Cross-channel marketing effectiveness and efficiency measurement
  • Opportunity identification and sizing for acquisition, retention, upgrade & launch activity
  • Supporting model assessments, solutions and enhancements

 

About the Role

 

The role of the Customer Intelligence Analyst is to provide actionable and data-led insights and strategic recommendations to answer business questions and drive improved performance.

This person will be responsible for working with stakeholders across the business to identify business priorities, targets and KPIs.

The analyst will measure campaign and cross-channel effectiveness and provide actionable insights and recommendations to improve on-going targeting and performance

They will lead analytics projects to generate and provide the insight needed to formulate customer and business strategy, ultimately to support Tesco Mobile to achieve its ambitions.

 

Key Responsibilities

 

  • To operate as an expert in your field to influence decision-making and support all areas of the business with their customer intelligence and customer analytics requirements, in particular the marketing, commercial and sales & service teams
  • To proactively identify opportunities for customer data to support key strategic projects and play a greater role in decision making across Tesco Mobile
  • Understand the business challenges faced by Tesco Mobile, identify opportunities for customer intelligence to support and derive actionable insights and concise recommendations
  • Support Tesco Mobile’s ongoing commercial performance, by:
  • Supporting the creation of Tesco Mobile’s customer strategy
  • Identifying acquisition opportunities and churn risks to support commercial and marketing activity
  • Scenario planning to identify optimal customer acquisition and retention plans
  • Producing campaign evaluations and marketing effectiveness deep-dives
  • Understanding the customer appetite and commercial potential for new propositions, products and services (including market and opportunity sizing)
  • Working with data science and external partners to lead the delivery of customer segmentation and propensity models to identify high value customer groups
  • Work closely with our Business Intelligence team to update existing and create new customer metrics and reporting that help drive business decisions
  • Maintain an external viewpoint around methodologies and best practice data sources to create and maintain best in class methodologies and ways of working

 

Key Skills/Experience

 

  • Degree level or equivalent in mathematics, statistics, operational research, economics or related discipline
  • Very strong SQL querying skills (MS SQL Server) – must be able to write complex queries from scratch to interrogate, summarise and extract data
  • Proficiency in analytical data manipulation on large customer databases and external data sources
  • Proficiency in R and / or Python a bonus
  • Expert using Excel for data analysis and modelling
  • Working with data visualization software (e.g. Power BI)
  • Relevant experience in similar Marketing or Customer Analytics roles
  • Experience working in a cross-functional team or matrix organisation
  • Able to generate ideas and solve problems independently
  • Ability to manage multiple cross-functional projects
  • Complete fluency in English, excellent writing and presentation skills
  • Telecoms-industry experience desirable
  • Passion for customer and generally curious

 

Grade: MPG4

Role Closing Date: 24/06/2021

 

 

We’ll be sending you emails about the status of your application. To make sure you receive these,   please add @O2.com and @telefonica.com to your Safe Senders list.

We’re looking to pay a great compensation package (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.  

Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus. 

We also believe a great work-life balance is important, so we’re open to considering flexible working arrangements. Like to know more, feel free to raise it.  

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places. 

If you have any questions around the role then please email ResourceTUK@o2.com who will be happy to help.