Customer Insights Analyst

About Us:

At Cuckoo we put our customers at the heart of everything we do as we try to make their lives easier and their broadband faster. Because the truth is we want them to actually feel good about their broadband. Thats why we call it feelgood broadband.

Weve already topped MoneySavingExperts poll for the best customer service (twice) and are well on the way to achieving our overall aim: to become the UKs most recommended way to connect.

So if youre as customer obsessed as we are and want to help change the face of the UKs broadband industry wed love to hear from you.

About this role:

As a Customer Insight Analyst at Cuckoo youll play a key role in understanding what drives our customers and guiding smarter business decisions. By analyzing data youll uncover trends behaviors and opportunities that boost customer satisfaction and propel our growth. Collaborating with teams across the company youll transform data into actionable insights that inform our strategy. Your work will have a direct impact on building loyalty enhancing customer experience and making Cuckoo the best it can be for our customers.

There will be an occasional presence required in our Exeter based Head office.

What youll do:

• Data and Analysis: Youll collect and organise customer feedback from surveys CRM systems and market research ensuring everything is accurate and consistent. Youll dive into customer behaviours preferences and trends to uncover insights that help boost satisfaction and loyalty. Youll also segment customers to create targeted strategies and track key metrics such as NPS churn lifetime value design surveys focus groups and interviews. The findings will be used to gather both the bigpicture and indepth insights.

• Reporting and visualization: Youll create and maintain regular reports on key customer metrics providing actionable insights to stakeholders while developing visualisations and dashboards that make complex data easy to understand for nontechnical audiences.

• Collaboration: Youll team up with marketing sales product development and customer service to get a clear picture of their needs and deliver insights that help drive our business forward. Youll also work closely with IT and data engineering to make sure our data is spot on and easy to access. Plus youll collaborate with the wider CX team bringing your insights to life in customer journey maps and helping tackle any pain points along the way.

• Predictive Modelling: Youll develop and implement predictive models to forecast customer behaviour identify potential churn and recommend strategies for customer retention.

• Continuous Improvement: Youll stay up to date with industry trends emerging technologies and best practices in customer analytics sharing your insights and recommending improvements for the continuous improvement manager to review.

You should apply if you have:

• Experience with customer data platforms and analytics tools.
• The ability to turn data into actionable insights that improve customer experience.
• A background in customerfocused industries.
• Experience working with large data sets to identify trends and drive action.
• Experience working with tools like Excel SQL PowerBI and PowerPoint for data analysis and visualization.
• Great communication skills meaning you can translate complex data into clear actionable insights.
• A detailoriented analytical mindset.
• Experience in solving business challenges through datadriven solutions.
• The knowledge in CRM systems and their optimisation
• Familiarity with Trustpilot platform and its analytics module.
• Experience in designing and conducting surveys focus groups and interviews for qualitative and quantitative insights.

Life inside the nest:

• Annual salary of 35000
• 4x Life Assurance
• Income Protection
• Salary Sacrifice Pension
• 30 days holiday plus statutory bank holidays
• Enhanced Sick Leave
• Enhanced Family Leave
• Private Healthcare
• Private Dental Care
• Cycle 2 Work Scheme
  
• Health Cash Plan
• Shopping Discounts
• Discounted Breakdown Cover

Cuckoos commitment to inclusive hiring:
One of our Cuckoo values is We are different. And we really mean that. Were a diverse bunch with loads of different backgrounds experiences skills and perspectives. And all this makes us strong and better as a team. So if youve got something different to bring to our flock whether youve picked up skills in unexpected places or you approach challenges in a way that others dont wed love you to apply.

Can you see yourself working with us Apply now!
We want all candidates to have every opportunity to shine and show us your talents please let us know if there is anything we can do to make sure our assessment process works for you!