** At Saga we’re radically flexible which means our colleagues have total autonomy over where they work – home, hybrid or hub. This role has a hybrid element which means our team come together when we need to collaborate. **

At Saga we believe in exceptional experiences everyday whilst being a driver for positive change in our markets and communities. Our values are precision pace, empathy, curiosity, collaboration. If this resonates with you then it’s time to do the best work of your life!

And right now, we are looking for an Insight Analyst to join us. We oversee and enhance customer experience across all products and at each stage of the customer lifecycle, both online and offline. With insight and data analysis playing a huge part in this process, we are looking for a motivated and curious individual with great analytical skills to champion the insights contribution to better customer outcome.

This is a great chance to get involved in shaping our customer strategy and improve customer outcome across the Insurance Business. Being the main point of contact for customer experience insights from across the organisation, you'll enjoy varied tasks working alongside colleagues in multiple areas of the business.

Every day presents new and exciting challenges, so you need to be able to show initiative and manage your priorities, switching easily between various tasks and activities. One day could be spent working with the Customer Journey team to identify pain points for our car insurance customers and coming up with actionable recommendations as a result; another could be spent doing a root cause analysis on customer complaints in partnership with our CRD department; or maybe you could be analysing the latest trends for our NPS scores by touchpoint to feed into a presentation pack for senior management.

The standard benefits when you join Saga include: 

• Remote working available where possible

• 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

• A range of reductions and offers from leading retailers, travel groups and entertainment companies

• Centralising data from various sources and departments into a single Customer Insight Hub aimed at informing the wider business on customer outcomes
• Producing actionable insights feeding into the wider insurance agenda to improve customer experience and customer outcome for the short, medium and long term
• Building and maintaining customer experience reporting across various areas/KPIs (NPS, Customer Journeys, Complaints, Claims experience, Supplier MI, Risk MI, etc…) with specific reference to the regulatory agenda
• Automating reporting processes and dashboards for easy access
• Identifying customer pain-points, gaps and inefficiencies in the journey and working with relevant departments to correct the issues
• Providing regular market and competitor updates to the Team and wider Business
• Working cross functionally with specific attention to identifying key trends/areas of concern and promoting consistency of reporting
• Supporting the other areas of the team with ad hoc MI requests
• Supporting the Supplier Relationship Management area of the team with claims performance insights, call listening and audits
• Communicating analysis of work with colleagues at all levels within the business both verbally and in report form and writing accurate, clear and concise executive summaries
• Designing methodologies that will allow us to evaluate impact on the different business KPIs, enabling the Team to focus on the right actions

• Excellent proficiency in Excel (pivot table analysis is a must, knowledge of macros/vba is a plus)
• Experience with SQL and/or Tableau considered a strong plus
• Ability to handle complex data structures from multiple sources and different areas
• Ability to critically assess and challenge data/processes in a customer-focused way
• Ability to think clearly to balance regulatory requirements to the commercial demands of the business
• Ability to present findings simply and clearly using a variety of platforms (PowerPoint Word, emails, in-person or virtual presentations to a variety of internal and external stakeholders)
• Ability to manage delivery and analyse market research
• Ability to deliver cross-functional insights/presentations to tight deadlines
• Ability to recognise and prioritise opportunities with most customer impact 
• Experience in data modelling techniques and research methodologies
• Strong proven experience in data analysis, ideally with a customer-centric outcome
• Experience building dashboards or self-serve tools
• Experience with customer analytics (satisfaction scores, touchpoint analysis, root cause analysis, etc…)
• Knowledge of general insurance markets, products and practices including regulatory regime and Treating Customers Fairly (TCF) is a plus

Our Saga Values:

• Precision Pace - Always owning and making things happen. 
• Empathy – Always aware of others. 
• Curiosity – Always asking why.
• Collaboration – Always one team, the Saga team!

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity.

We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Any engagement with employees or provision of CVs to employees within Saga where you have not engaged with the Talent Acquisition Team will be considered speculative and Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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