Customer Insights Analyst, Cuckoo
£35k
More information about location
Broadband provider
Job no longer available
Broadband provider
201-500 employees
Job no longer available
£35k
More information about location
201-500 employees
Company mission
To become the UK's most recommended way to connect
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Founded in 2020, Cuckoo aims to improve the reputation of the broadband sector by revolutionising customer service.
The company is bringing in transparency to what it deems a "broken broadband market" and is positioning itself as a disruptor in the sector. Cuckoo has simple pricing, no loyalty tax, and no hidden charges while offering the fastest available speed on the network. It models its position in the market on disruptors in other sectors that successfully challenged larger competitors, such as Octopus Energy and Revolut.
Cuckoo is backed by leading venture capital investors, and is continually developing its products to offer the best broadband services for customers. It has also been voted twice in a row as MoneySavingExpert's top broadband provider for customer service, whilst TrustPilot reviews suggest that it's faring far better than competitors regarding customer service.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Apr 2021
$4.9m
SERIES A
May 2020
$0.7m
SEED
Total funding: $5.6m
Company benefits
- Enhanced Sick Pay
- Enhanced Family Leave
- 30 days holiday PLUS bank holidays
- Salary Sacrifice Pension
- 4x Life Assurance
- Income Protection
- Cycle 2 Work Scheme
- Private Healthcare
- Private Dental Care
- Health Cash Plan
- Discounted Breakdown Cover
- Annual Health Check
- Shopping Discounts
Company HQ
Paddington, London, UK
Leadership
Paul Hellings
(CEO)Share this job