Senior Customer Insight Analyst

Who we are

We are not your average insurance company; in fact, we strive to be different. You will not find strict dress codes, jargon-filled documents, or unrealistic targets here. What you will find is a welcoming culture, a clear vision and teams of passionate people doing their best for our customers.

LV= GI is a large, multi-award-winning general insurance company, with nearly 7 million customers and aspirations for future growth. Having recently become part of the Allianz family, we’re proud to be one of the largest personal insurers in the UK.

Role Description

LV=GI have a new opportunity to join our family of talented people in our Business Intelligence team as a Senior Customer Insight Analyst.

In the role of Senior Customer Insight Analyst, you will be empowered to make a difference, by providing actionable insight to the heart of business decision making, to inspire change across our organisation, driving forward business and customer outcomes.

You'll undertake management of customer feedback, through supporting the delivery and continuous improvement of our overall voice of customer programme.

Using data analytics to uncover new insights you'll present compelling stories and opportunities for change. You will develop and enhance our reporting, including the creation of new measures and improved data visualisation. Ensuring insight is connected to action and that information is well utilised to deliver improvements to customer outcomes, via your insight, engagement and influence across the business.

Your Focus:

• Support our ongoing delivery of our voice of customer programme, and the delivery of enhancements, including developing new insight approaches, questions, data feeds, samples, personalisation, content, data flows, data quality, improvements to bespoke web applications and overall customer reporting.

• Development of self-service reporting suite, covering all customer data. Introducing new measures, analysis of existing measures, ensuring data is well consumed across the business, and that reporting provides appropriate assurance and provocation to business leaders.

• Operating effective approaches to measuring and analysing the customer experience, uncovering new customer insights and areas of focus/opportunity.

• Providing timely and accurate customer insight from use of multiple sources (including customer research, complaints, online data, operations, social media, desk research, customer and consumer market trends) to support business performance and the delivery of good customer outcomes.

• Combining and interpreting data and business knowledge using a creative problem solving, logical approach to produce relevant, actionable business recommendations that informs proposition development, process change, strategy and service delivery across the Gl business Collaborating across the organisation and building effective working relationships with stakeholders to ensure that customer insight is available to inform and influence decisions. Converting customer needs into concepts for analysis, and from concept to a workable format that delivers results in a timely and accurate manner.

• Working collaboratively with colleagues in MI to identify opportunities for new insights via the enrichment of new data, identifying how and why customers behave and transact with us in the way they do.

• Acting in a consultative capacity on projects and new initiatives to ensure a customer centric approach is considered and that requirements are covered.

• Maintain an excellent awareness of processes/ issues/initiatives impacting the customer and a knowledge of business operations Raising the awareness of customer insight through a variety of channels effectively conveying to all levels What We're Looking For To be successful for the role you will have experience of analytics and using data manipulation techniques through use of tools such as SQL and Excel and with data visualisation skills (e.g. PowerBl - preferred, Qlikview, Tableau, MicroStrategy).

The role can be based at LVGI Bournemouth, Frizzell House, Bournemouth BH1 2NF or LVGI Croydon, 69 Park Lane, Croydon CR9 1BG office.

We are delighted to confirm that we are now a hybrid working business. Our office with flex model means that you will have the opportunity to work from home as well as the office. As a hybrid worker you will be in the office between 2 and 16 days per month depending on individual and business need. This will be discussed at interview stage.

About you

You will be able to build compelling customer insights and analysis using data and statistical knowledge with experience in data acquisition and report development.

You will have previous experience using data presentation tools such as Power BI with experience using web development tools such as HTML, CSS, Java Script would be an advantage.

You will have excellent written or verbal communication skills with the ability to explain complex or technical information in a simple way and when required the ability to Influence or negotiate to get a customer satisfaction resolution.

You will be able manage relationships with stakeholders and external customers driving improvements to customer outcomes.

Accurate attention to detail is essential with the confidence to put forward recommendations and solutions based on sound, factual evidence

What we can offer you

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider LV=GI Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:

• 26 days (increasing to 28 days based on yrs service)

• A competitive pension for which LV= will pay twice the amount you pay, up to 14%

• An annual bonus scheme based on company and personal performance

• A flexible benefits package (e.g. discounted retail vouchers, great value dental insurance)

• ElectriX EV salary sacrifice scheme

• A generous 25% discount off our general insurance products including home, pet and travel as well as up to 50% discount on your car insurance.

Our Ways of Working

Do you need some flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen.

We are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.

Our Purpose and Values

We secure your future

Be Brave | With Heart | Everyone Counts | Inspiring Trust

Our purpose and values are more than just words on a website - they are the why and how of LV= GI. They influence everything we do and guide us how to do it. Created by our people, for our people, they shape our culture, bring us together, and inspire us to be the best. Building an inclusive culture for us all to succeed.

Diversity & Inclusion

At LV=GI we value diversity and inclusion and back this up with our accreditations. We are EDGE certified for gender inclusion, members of the Women in Finance Charter, signatories of Business in the Community’s Race at Work Charter, and an Armed Forces Covenant gold standard employer.

We recognise the strength of neurodiversity in the workplace, and the far-reaching benefits of embracing a spectrum of thinking styles and innovative capabilities. We proudly welcome applications from neurodivergent and disabled candidates, and can offer tailored adjustments to remove barriers and set you up for success in your career.

At LV=GI, we encourage our people to advocate for what they need, we listen, and we act – this could include providing assistive technology, ergonomic specialist equipment, mentoring and coaching, or flexibility in the way you work, among a wide range other adjustments.