Customer Data and Insights Analyst

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility.

Role Summary

The candidate will work as part of a team, overseeing the management and use of data to drive insights and compliance through wider conduct MI reporting and consumer duty regulations, as we transition this into our existing conduct framework.

Your role will involve working closely with cross-functional teams to maintain data integrity, generate valuable insights, and ensure adherence to regulatory requirements, ultimately contributing to a customer-centric approach in our operations.

Purpose

Championing the use of data-driven methodologies using both traditional conduct MI and more qualitative data from testing. Using these insights in order to enhance our understanding of customer needs and preferences, to ensure the delivery of good customer outcomes.

You will play a crucial role in developing and maintaining an effective data infrastructure, collaborating with various departments to ensure the flow of evidential data, and producing relevant metrics to support reporting.

The output generated from this role will enable the firm to make informed decisions, design customer-centric strategies, and demonstrate accountability in meeting our regulatory obligations.

Key Tasks and Responsibilities

As the Data and Insights Lead, you will be responsible for the following key areas:

1.Maintain and Enhance the Customer Insight Data Model:

• Ensure the integrity and accuracy of the data in our Customer Insight data model.
• Identify areas for improvement and implement enhancements to improve data accessibility and usability.
• Collaborate with cross-functional teams to incorporate feedback and align the data model with evolving business needs.

2.Collaborate on New Data Requirements:

• Work closely with the IT department to identify and address data requirements across systems owned by the firm and third-party sources.
• Establish and maintain a seamless flow of evidential data, both from internal sources and third parties.
• Ensure the availability of reliable data to support the reporting of customer outcomes, compliance, and other business-critical metrics.

3.Production of Metrics and Thresholds:

• Develop and produce reporting metrics and thresholds, complying with relevant regulations and internal standards.
• Work with the wider team to ensure meaningful and effective reporting is delivered through relevant internal committees

4.Generate Insights and Enable Business Access:

• Analysis of the MI, root cause analysis and raising queries with relevant business owners as appropriate
• Extract valuable insights about our end customers and establish feedback loops with the wider business.
• Contribute to the delivery of interactive and informative dashboards to make these insights accessible to various stakeholders across the organisation where appropriate.

Role Requirements & Skills

Skills / Competencies

• Ability to multi-task and be highly organised
• Strong data analytic skills
• Strong track record of working collaboratively to deliver successful outcomes
• Ability to communicate effectively at all levels

Qualifications

• Minimum A level standard preferred
• Chartered Insurance Institute qualifications, or University degree (or similar) desirable

Experience

• Working knowledge of FCA conduct/customer requirements
• Experience in insurance
• Experience in the Lloyd’s market preferable but not essential
• Experience in analytical roles e.g. audit, complaints, monitoring roles etc

14101 Arch Europe Insurance Services Ltd

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