Customer Insight & Intelligence Analyst

SAGA; Folkestone; Hybrid; GBP 30,000 - 34,000; Full time

Job summary

A leading insurance company in the UK is seeking a Customer Insight & Intelligence Analyst to transform customer data into actionable insights. The role involves data collection, analysis, and collaboration with various teams to improve customer experience. Ideal candidates will have a relevant degree and proficiency in data analysis tools. The position offers a hybrid work environment and a competitive benefits package.

Benefits

25 days holiday + bank holidays

Pension scheme matched up to 10%

Company performance-related annual bonus - Up to 5%

Wellbeing programme

Enhanced maternity and paternity leave

Qualifications

• Experience in data analysis, business intelligence, or customer insight.
• Experience working with multiple data sources.
• Understanding of data privacy, compliance, and governance.

Responsibilities

• Collecting, cleaning, and preparing data from various sources.
• Conducting descriptive and diagnostic analyses to identify trends.
• Collaborating with cross-functional teams for decision-making.

Skills

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

Ability to translate data into clear, actionable findings

Strong attention to detail

Good communication and teamwork skills

Education

Bachelor's degree in Data Science, Business Analytics, Statistics, Marketing, or similar

Tools

Excel

SQL

Tableau

Power BI

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 colllecting, 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