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. That’s why we call it feel-good broadband.
We’ve already topped MoneySavingExpert’s poll for the best customer service (twice) and are well on the way to achieving our overall aim: to become the UK’s most recommended way to connect.
So if you’re as customer obsessed as we are, and want to help change the face of the UK’s broadband industry, we’d love to hear from you.
About this role:
As a Customer Insight Analyst at Cuckoo, you'll play a key role in understanding what drives our customers and guiding smarter business decisions. By analyzing data, you'll uncover trends, behaviors and opportunities that boost customer satisfaction and propel our growth. Collaborating with teams across the company, you'll 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 you'll do:
* Data and Analysis: You’ll collect and organise customer feedback from surveys, CRM systems and market research, ensuring everything is accurate and consistent. You’ll dive into customer behaviours, preferences and trends to uncover insights that help boost satisfaction and loyalty. You’ll 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 big-picture and in-depth insights.
* Reporting and visualization: You’ll 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 non-technical audiences.
* Collaboration: You’ll 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. You’ll also work closely with IT and data engineering to make sure our data is spot on and easy to access. Plus, you’ll 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: You’ll develop and implement predictive models to forecast customer behaviour, identify potential churn and recommend strategies for customer retention.
* Continuous Improvement: You’ll 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 customer-focused 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 detail-oriented analytical mindset.
* Experience in solving business challenges through data-driven 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 £35,000
* 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
Cuckoo's commitment to inclusive hiring:
One of our Cuckoo values is ‘We are different’. And we really mean that. We’re 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 you’ve got something different to bring to our flock - whether you’ve picked up skills in unexpected places, or you approach challenges in a way that others don’t - we’d 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!
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