Customer Data Analytics Lead - VoC & CDI

Albany Beck; England; On-site; GBP 75,000 - 100,000; Full time

Job summary

Albany Beck is a specialist Financial Services Consultancy helping institutions deliver complex change and transformation while building the internal capability to sustain it. We are hiring a Data & Analytics Manager to lead the customer data infrastructure and VoC governance within Commercial Banking.

You will shape data assets and insights that drive end-to-end customer experience improvements. The role requires hands-on coding in BigQuery, SQL and Python, and experience with Looker, Qlik or

Qualifications

• Prior Data & Analytics experience within Commercial Banking.
• Strong analytical capability, with excellent attention to detail and the ability to translate data into meaningful insights and recommendations.
• Hands-on coding experience in BigQuery, SQL and Python.
• Experience using Looker, Qlik and/or Google Cloud.
• Comfortable working in an agile environment and partnering with stakeholders to deliver at pace.
• Ability to operate independently and manage multiple priorities in a fast-moving environment.

Responsibilities

• End-to-end ownership of the data infrastructure, ensuring we are utilising the right customer data to obtain the right customer insights, at the right time.
• Ongoing survey management data support, including reviewing the existing data extraction sources and exploring new avenues to obtain data requires for newly commissioned surveys and address any data related queries
• Ensure customer data is accurate, and volumes are representative.
• Delivering data samples for contact via email market research, including adhering to the Qualtrics migration data transfer requirements.
• Identify and take ownership of system/data issues, seeking own resolutions or liaising with other experts
• Proactively identify risk associated with customer data selection, ensuring the delivery processes are followed and the risk controls are completed 100% of the time.
• Continuously adapt to balance and prioritise different demands and requirements from multiple directions and stakeholder
• Bring structure and order to undefined problems and/or large-scale problems, making them easier to address and solve
• Extracting Customer and Product Data according to detailed criteria, refine and deliver via a combination of pro-active channels
• Voice of Customer (VoC) Governance: Advisor for the VoC Forum which has oversight of the survey data
• Drive Customer Experience Improvements: proactively contribute to the delivery of a seamless end-to-end customer experience with positive impact on NPS. Including working with pan CMB teams to ensure desired outcomes are achieved.
• Recognising the differing needs of stakeholders by understanding and delivering an appropriate contact

Skills

Data analytics

Analytical thinking

Independent work

Agile collaboration

Tools

BigQuery

SQL

Python

Looker

Qlik

Google Cloud

Job description

Albany Beck is a specialist Financial Services Consultancy helping institutions deliver complex change and transformation while building the internal capability to sustain it. We are hiring a Data & Analytics Manager to lead the customer data infrastructure and VoC governance within Commercial Banking.

You will shape data assets and insights that drive end-to-end customer experience improvements. The role requires hands-on coding in BigQuery, SQL and Python, and experience with Looker, Qlik or