Direct Line Motability Customer Insight Analyst
Liverpool - Hybrid (2 days a week in the office)
Full Time, Permanent Position
Let's make the most of your talent
Join us as a Customer Insight Analyst, where you'll shape seamless customer experiences, uncovering opportunities and driving impactful improvements across Direct Line Motability.
About us
At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we're a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.
We’ve now welcomed our new CEO, Adam Winslow, and are at the start of an exciting period of change for DLG. With ambitious plans for large-scale transformation, we’re going to see a refreshed strategy to drive value for our customers, colleagues and shareholders.
It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.
What you'll be doing
Reporting directly into the Customer Insight Lead, you'll be an integral part of the Operations Team at Direct Line Motability, collaborating across all departments to collect and analyse diverse customer data from both internal and external sources. Your role will involve closely collaborating with the Customer Insight Lead to enhance service delivery and elevate customer experience through data analysis and interpretation. You'll help identify and address customer harm while using insights to drive continuous improvement initiatives. Additionally, you'll compile, analyse, and present current customer information to multiple stakeholders, ensuring that insights inform strategic decisions and enhance overall customer satisfaction. Your expertise will also be utilised to support stakeholders with their specific data requirements and contribute to business improvements through proactive engagement and knowledge sharing across departments.
What we're looking for
* Proficiency in analysing datasets and extracting actionable insights to drive business decisions and enhance customer experiences
* Ability to interpret data sets and translate them into meaningful insights and recommendations for stakeholders
* Strong interpersonal skills to effectively engage with key stakeholders across various departments, understand their specific data needs, and tailor insights accordingly
What we offer in return
We wouldn't be where we are today without our people and the wide variety of perspectives and life experiences they bring. That's why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:
* Generous 9% employer pension contribution
* 22 days holiday allowance (plus the option to buy or sell up to 5 days each year)
* 50% off home, motor and pet insurance
* Free travel insurance and Green Flag breakdown cover
* Additional optional Health and Dental insurance
* Plus, many more
Ways of Working
Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.
Read our flexible working approach here
Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that's why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we've made it our mission to give you everything you need to be authentically you. Discover more at directlinegroupcareers.com
Together, we're one of a kind
Hours: 35 hours (Monday to Friday, 9am to 5pm)
Closing Date: Tuesday 08 October
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