Customer Insight & Intelligence Analyst

Saga plc.; Folkestone; Hybrid; GBP 30,000 - 34,000; Full time

Job summary

A leading insurance provider in Folkestone is seeking a Customer Insight & Intelligence Analyst to transform customer data into actionable insights. This hybrid role involves data collection, analysis, and collaboration with various teams to improve customer experience and retention. Applicants should have strong data analysis skills and a relevant degree. An attractive benefits package and supportive work culture are offered.

Benefits

25 days holiday + bank holidays

Company performance related annual bonus

Pension scheme matched up to 10%

Enhanced maternity and paternity leave

Access to Saga Academy, learning platform

Qualifications

• Experience in data analysis, business intelligence, or customer insight.
• Experience in the Insurance industry preferred.
• Strong organizational skills.

Responsibilities

• Collect and prepare data from various sources.
• Conduct analyses to identify trends and opportunities.
• Support development of dashboards and reports.
• Map and analyze customer journeys.
• Collaborate with cross-functional teams.
• Monitor impact of changes and refinement of strategies.
• Maintain data integrity and compliance.

Skills

Proficiency in data analysis tools (Excel, SQL, Tableau, Power BI, Python or R)

Experience working with multiple data sources (VoC, complaints)

Ability to translate data into clear, actionable findings

Strong attention to detail

Good communication skills

Understanding of data privacy and compliance

Education

Bachelor’s degree in a relevant field

Job description

Job Introduction

Customer Insight & Intelligence Analyst

Up to £30,000 - £34,000 per annum, dependent on experience

Permanent

Folkestone Hybrid

We are looking for a Customer Insight and Intelligence Analyst to join Saga’s Insurance business at a pivotal point in our transformation journey.

At the Saga, our customers are in the heart of everything we do and as a business, we support a diverse group of customers and help them at various stages of their lives. In this newly created role, you’ll report to the Customer Insight & Intelligence Lead and will be a part of driving measurable improvements in customer experience, satisfaction, and retention on our PMI and Travel journeys.

The Customer Insight and Intelligence Analyst supports the transformation of customer data into actionable insights that drive improvements across the customer journey. You’ll help to produce reports, dashboards, and presentations, and will work closely with the Lead and cross‑functional teams to ensure insights are delivered accurately and efficiently.

We work in a hybrid way at Saga both at home and in the office. This role requires you to be working from our Folkestone office a circa twice a week, allowing us to collaborate and share success as a business.

Role Responsibility

As our Customer Insight and Intelligence Analyst you’ll be responsible for collecting, cleaning, and preparing data from VoC surveys, complaints, transactions, customer journeys, conversations (e.g., call/chat logs), and retention/churn metrics.

Other responsibilities will include:

• Conducting descriptive and diagnostic analyses to identify trends, pain points, and opportunities for improvement.
• Supporting the development of dashboards, reports, and presentations that communicate findings clearly to stakeholders.
• Assisting in mapping and analyzing end‑to‑end customer journeys, highlighting friction points and supporting prioritization of interventions.
• Collaborating with CX, product, marketing, operations, and technology teams to ensure data and insights are available for decision‑making.
• Monitoring the impact of changes and support the measurement of outcomes and refinement of strategies.
• Ensuring data integrity and compliance with data management best practices, working with IT and data governance teams as needed.
• Staying informed about the latest tools and techniques in customer analytics and data science.

The Ideal Candidate

As our Customer Insight & Intelligence Analyst you will have experience in data analysis, business intelligence, or customer insight.

Ideally you will have experience working with the Insurance industry, but we consider applicants from customer focused or regulated areas.

You will also be able to demonstrate the following skills and experiences:

• Proficiency in data analysis tools (e.g., Excel, SQL, Tableau, Power BI; Python or R is a plus).
• Experience working with multiple data sources (VoC, complaints, transactions, journey analytics, etc.).
• Ability to translate data into clear, actionable findings.
• Strong attention to detail and organizational skills.
• Good communication and teamwork skills.
• Understanding of data privacy, compliance, and governance requirements.
• Bachelor’s degree in a relevant field (e.g., Data Science, Business Analytics, Statistics, Marketing, or similar) or equivalent experience.

Saga Values

Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

Package Description

At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 5%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform

About The Company

Over the past 70 years we have become the UK’s specialist provider of products and services to people aged over 50 in the UK. We’re one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high‑quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.

We aim to be the most‑trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.

We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.

Thanks to our people, Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.

We are champions of age inclusivity and signatories of the Age‑Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible.

Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.

For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with Saga

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

Saga Group