Commercial Retention Analyst

The AA; Basingstoke; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Annual bonus

Free AA breakdown membership from Day

Employee discounts

Job summary

The AA is seeking a data analyst in Consumer Roadside Retention to turn complex retention data into practical insights that support commercial decisions and customer outcomes. You’ll analyse performance across around 2.5 million renewals and a retention operation valued at over £100 million, using reporting, analysis and modelling to inform senior leaders.

Working with two Senior Retention Analysts, you’ll explore drivers of customer retention, evaluate marketing and contact centre activity, and

Qualifications

• Strong analytical problem-solving skills and ability to draw conclusions from complex information.
• Experience building and improving regular reporting and dashboards to make insights accessible.
• Ability to communicate commercial findings clearly to non-technical stakeholders.
• Experience manipulating data using relevant analytical tools.
• Commercial and numerical understanding with curiosity about business drivers.
• Ability to prioritise competing requests and deliver analysis on time.

Responsibilities

• Deliver regular and ad-hoc performance analysis against forecasts to support timely decisions.
• Identify drivers of retention and emerging risks; share findings early with teams.
• Improve dashboards and recurring reports to ease understanding and action by stakeholders.
• Analyse inbound and outbound contact centre activity to clarify factors influencing customer saves and discounts.
• Partner with Marketing, Retention Operations and Digital to evaluate initiatives and impacts on retention.
• Explore new data sources, tools and automation to expand insight capabilities.
• Review data structures and reporting outputs to ensure reliable analysis and data integrity.

Skills

Analytical problem solving

Dashboards & reporting

Stakeholder communication

Data manipulation

Commercial/numerical mindset

Time management

Education

Degree in analytical/commercial field

Tools

Excel

SQL

Python

Databricks/Power BI

Job description

Location: Basingstoke (Hybrid working, 3 office days per week)

Employment Type: Permanent

Why Join Us?

• Annual bonus, free AA breakdown membership from Day One and access to a wide range of employee discounts
• Turn complex retention data into practical insights that support commercial decisions and customer outcomes.
• Analyse performance across around 2.5 million renewals and customer retention activity worth over £100 million.
• Work alongside senior analysts and collaborate with Marketing, Retention Operations and Digital teams.

Company Description / Business Unit

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5-star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. Which has been recognised by Sunday Times "Best Places to Work" for the last two years.

Job Description

Enjoy turning complex data into decisions that make a difference? This is an opportunity to help The AA understand what keeps customers with us and where we can improve their experience.

Within Consumer Roadside Retention, you’ll use reporting, analysis and modelling to help commercial leaders understand performance, identify emerging risks and make informed decisions. Your work will support activity spanning around 2.5 million renewals and a retention operation with a business value of over £100 million.

Working alongside two Senior Retention Analysts, you’ll explore what drives customer retention, evaluate marketing and contact centre activity, and improve the quality and accessibility of performance insights.

You’ll thrive here if you enjoy investigating questions, explaining findings clearly and collaborating with others to turn analysis into meaningful action.

Key Responsibilities

• Deliver regular and ad-hoc performance analysis against forecasts, helping the commercial team make timely, informed decisions.
• Identify the drivers of retention and emerging risks, sharing findings early so teams can respond effectively.
• Improve dashboards and recurring reports to make commercial performance easier for stakeholders to understand and act on.
• Analyse inbound and outbound contact centre activity to clarify the factors influencing customer saves and discounts.
• Partner with Marketing, Retention Operations and Digital to evaluate initiatives and understand their impact on retention.
• Explore new data sources, analytical tools and automation to expand the team’s insight capabilities and improve efficiency.
• Review underlying data structures and reporting outputs to support reliable analysis and data integrity.

Qualifications

You’ll Bring

• Strong analytical problem-solving skills, with the ability to draw useful conclusions from complex information.
• Experience building and improving regular reporting and dashboards to make insights more accessible.
• Ability to communicate commercial findings clearly to stakeholders without a technical background.
• Experience manipulating data using relevant analytical tools.
• Commercial and numerical understanding, with curiosity about the drivers of business performance.
• Ability to prioritise competing requests, exercise sound judgement and deliver analysis to required timescales.

Nice to Have

• Experience with tools such as Excel, SQL, Python, Databricks or Power BI.
• A degree or equivalent qualification in a relevant analytical or commercial subject, such as mathematics, science or engineering.
• Experience analysing customer retention, marketing or contact centre performance.

Additional Information

Belonging at The AA

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.
Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

Driven by People, Rewarded by Benefits
We believe in rewarding our people. That's why we offer a comprehensive benefits package including;

• 25 days' annual leave plus bank holidays, the option to buy additional holiday
• Up to 7% employer pension contribution
• Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance
• 24/7 GP access and wellbeing support for you and your family
• A wide range of employee discounts, including our popular car salary sacrifice scheme

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