Customer Insight & Intelligence Lead

SAGA; Folkestone; Hybrid; GBP 37,000 - 43,000; Full time

Job summary

A leading insurance company in the UK is seeking a Customer Insight & Intelligence Lead to transform customer data into actionable insights and improve customer experience. This hybrid role requires strong analytical skills and experience in data analytics within a regulated industry. The ideal candidate will have a Bachelor's degree and an ability to translate complex data into clear, actionable insights.

Benefits

25 days holiday + bank holidays

Option to purchase additional leave

Pension scheme matched up to 10%

Company performance related annual bonus

Life assurance policy

Wellbeing programme

Colleague discounts

Enhanced maternity and paternity leave

Grandparents leave

Income protection

Access to Saga Academy

Qualifications

• Proven experience in customer insight, data analytics, or business intelligence roles.
• Experience in a large-scale customer operation, ideally from the insurance industry.
• Knowledge of data privacy, compliance, and governance requirements.

Responsibilities

• Aggregate and analyse data from VoC surveys, complaints, transactions, customer journeys, conversations, and retention metrics.
• Develop actionable insights and recommendations that inform customer journey enhancements.
• Build and maintain dashboards, reports, and presentations communicating findings clearly.
• Work closely with cross-functional teams to ensure insights drive improvements.
• Use analytics to map and optimise customer journeys, identifying friction points.
• Establish feedback loops to monitor the impact of changes and measure outcomes.
• Ensure data integrity, compliance, and best practices in data management.

Skills

Analytical skills

Data analysis tools proficiency (SQL, Python, R, Tableau, Power BI)

Communication skills

Stakeholder management

Customer journey mapping

Process improvement methodologies

Education

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

Job description

Job Introduction

Customer Insight & Intelligence Lead

Up to £37,000 - £43,000 per annum, dependent on experience

Permanent

Folkestone Hybrid

We are looking for a Customer Insight and Intelligence Lead 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 Chief Operating Officer and be responsible for driving measurable improvements in customer experience, satisfaction, and retention on our PMI and Travel journeys.

As Customer Insight and Intelligence Lead, you’ll be responsible for transforming customer data into actionable insights that drive continuous improvement across the customer journey.

This role combines advanced analytics, business intelligence, and a deep understanding of customer behaviour to inform strategic decisions and operational enhancements. By integrating data from multiple sources—including Voice of Customer (VoC), complaints, transactions, journey analytics, conversations, and retention metrics—the role ensures that every improvement is grounded in robust evidence and delivers measurable value for both customers and the business.

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 roughly twice a week, allowing us to collaborate and share success as a business. There will also be bi‑weekly visits to London Kings Cross to meet with the rest of the leadership team.

Role Responsibility

As our Customer Insight and Intelligence Lead you will be responsible for aggregating and analysing data from VoC surveys, complaints, transactions, customer journeys, conversations (e.g., call / chat logs), and retention / churn metrics to identify trends, pain points, and opportunities for improvement.

Other responsibilities will include

• Develop actionable insights and recommendations that inform customer journey enhancements, product / service design, and operational processes.
• Build and maintain dashboards, reports, and presentations that communicate findings clearly to stakeholders at all levels, using data visualization and narrative techniques.
• Work closely with CX, product, marketing, operations, and technology teams to ensure insights are embedded into decision‑making and drive cross‑functional improvements.
• Use analytics to map and optimise end‑to‑end customer journeys, identifying friction points and prioritising interventions that will have the greatest impact on satisfaction and retention.
• Establish feedback loops to monitor the impact of changes, measure outcomes, and refine strategies based on real‑world results.
• Ensure data integrity, compliance, and best practices in data management, working with IT and data governance teams as needed.
• Stay up to date with the latest trends in customer analytics, data science, and insurance industry best practices.

The Ideal Candidate

As our Customer Insight & Intelligence Lead you will have proven experience in customer insight, data analytics, or business intelligence roles, ideally within insurance or a regulated industry.

You will need to have experience within a large‑scale customer operation, ideally from the Insurance industry, but we consider applicants from other regulated areas.

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

• Strong analytical skills with proficiency in data analysis tools (e.g., SQL, Python, R, Tableau, Power BI).
• Experience integrating and analysing multiple data sources (VoC, complaints, transactions, journey analytics, etc.).
• Ability to translate complex data into clear, actionable insights and recommendations.
• Excellent communication and stakeholder management skills.
• Experience with customer journey mapping and process improvement methodologies.
• Knowledge of data privacy, compliance, and governance requirements.
• Bachelor’s degree in a relevant field (e.g., Data Science, Business Analytics, Statistics, Marketing, or similar)

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