Head of Existing Customer Analytics - Financial Services

Datatech Analytics; Wimbledon; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading analytics firm in Wimbledon is seeking a Head of Existing Customer Analytics to lead a high-impact team delivering insights for optimizing customer relationships. The role combines strategic and hands-on responsibilities, requiring strong experience in customer analytics, service operations, and advanced analytics. Knowledge of the Financial Services sector is a plus. This hybrid position offers competitive salary based on experience.

Qualifications

• Strong background in customer analytics, service operations, and lifetime value modelling.
• Proven expertise in using advanced analytics to solve commercial problems.
• Knowledge of Insurance or regulated Financial Services is highly desirable.

Responsibilities

• Lead a small team delivering data-driven insights for customer relationship optimisation.
• Shape the analytics strategy across the service journey in the UK and EU.
• Inform fraud detection strategies while maximizing customer lifetime value.

Skills

Customer analytics

Service operations

Lifetime value modelling

Advanced analytics

SQL

Data visualisation

Commercial acumen

Tools

Power BI

Job description

Overview

Head of Existing Customer Analytics - Financial Services. Hybrid working - 2/3 days in SW London offices preferred. £Salary negotiable dependent on experience. Reference J13014.

Brand new opportunity offering for impact and great scope to 'make the role your own' …

As Head of Existing Customer Analytics, you will lead a small but high-impact team responsible for delivering data-driven insights that shape how the business serves, retains, and optimises the relationship and value with their customer base.

You will lead the analytics strategy across the end-to-end service journey, from digital claims and repair booking to engineer visits and post-service feedback, across the UK and EU.

You will lead customer value optimisation and risk management, informing fraud detection and prevention strategies and strategies to deepen customer relationships, reduce churn and maximise lifetime value using advance analytics and technology.

Your work will directly shape the customer experience and operational strategy, helping them deliver faster, smarter, and more effective and cost-efficient service across all channels.

This role is both strategic and hands-on, blending advanced analytics with commercial acumen to support key business decisions and long-term value growth.

Responsibilities

• Lead a small but high-impact team responsible for delivering data-driven insights that shape how the business serves, retains, and optimises the relationship and value with their customer base.
• Lead the analytics strategy across the end-to-end service journey, from digital claims and repair booking to engineer visits and post-service feedback, across the UK and EU.
• Lead customer value optimisation and risk management, informing fraud detection and prevention strategies and strategies to deepen customer relationships, reduce churn and maximise lifetime value using advanced analytics and technology.
• Shape the customer experience and operational strategy to deliver faster, smarter, and more effective and cost-efficient service across all channels.
• Blend advanced analytics with commercial acumen to support key business decisions and long-term value growth.

Qualifications

• Strong background in customer analytics, service operations, and lifetime value modelling.
• Proven expertise in using advanced analytics (segmentation, predictive modelling, regression, clustering) to solve commercial problems.
• Knowledge of Insurance or similar regulated Financial Services sectors is highly desirable.
• Deep understanding of customer churn dynamics, complaint drivers, and fraud behaviours.
• Strong SQL skills or similar is a plus.
• Excellent data visualisation and storytelling skills (e.g., Power BI).
• Strong commercial acumen with a pragmatic, delivery-focused mindset.

If you are keen to hear more and feel the following statement resonates, please apply without delay - Foster a collaborative, inquisitive and delivery-focused culture that blends technical rigour with commercial awareness.