Consumer Analyst

Consumer Analyst x 2

Salford Quays / Staines / London

Hybrid Working options

Permanent - Full time (37.5hrs pw)

From £35,000 (dependant on location and experience) + Excellent Benefits

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.

Working in our UK support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

Role Overview

Bupa has an ambition to become the world’s most customer centric healthcare organisation. To do that we need to support the UKI Consumer Business in understand performance across their products and services from a variety of different lens’ via Data & Analytics.

In this role you will work within the Consumer Business Analytics team within the wider UKI Data & Analytics team, this team leads the development of data and analytics capability to enable the UKI Consumer Business to develop and meet their strategic aims for Bupa.

The work will involve a range of data analytics on our processes using multiple data sources, the successful candidate will work be able to collaborate with business leaders to help drive improvement.

What You’ll Do:

• Maintain & improve leading advanced analytics & models into the UKI Consumer Business performance identifying positive and negative levers across Leads, Sale, Retention and Lapse.
• Reporting pro-actively on trends to show the drivers of latest and future performance
• Contribute to the development of self-serve analytics into the UKI Consumer Business and assist with training and development to increase data literacy
• Support the leaders our UKI Consumer Business to produce meaningful insights and analysis to gain a deeper understanding of customer behaviours and journeys to support better customer outcomes.
• Support the analytical thinking to gain a comprehensive and rounded understanding of the customer with a 360 view of the interactions, claims, and satisfaction scores. Use data to support sales staff to drive retention, personalised products and cross-sell; improving customer satisfaction, with seamless communication with customers across all platforms
• Work with the business owners on suitable improvement targets, ensuring any planned target improvement understands and balances the value to the business, the cost to the business and the value to the customer of the change required.
• Be comfortable with Agile working and be an active member of the team delivering incremental improvement
• Contribute to an analytics roadmap and strategy for the UKI Consumer Performance Uni

What You’ll Bring:

• Experience in an analytical role with a sales/customer experience focus.
• Preference to have a Degree or Masters in statistics, mathematics, data science, computer science, or other quantitative field
• Very competent in at least one coding language (SQL, SAS, R, Python, …) and Microsoft Office suite, especially Excel and PowerPoint.
• Experience curating self-service dashboards – ideally using PowerBI/R Markdown or Tableau
• Working knowledge of machine learning/statistical modelling techniques

Why Bupa?

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically. You will be eligible for:

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual performance-based bonus
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

Diversity and Inclusion

Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure you are treated fairly. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Whether you’ve found your feet or are discovering a new path.

Welcome to a place that celebrates you.

This isn’t where you've been.

This is where you're going.

This is what we have belief in.

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