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Customer Insights Manager

Date: 20-Nov-2021

Location: London, GB, E14 5LQ

Company: Paysafe

We are looking for a Customer Insights Manager to join our team supporting our Digital Wallets products. Reporting to the Senior Customer Insights Manager you will be working with multiple stakeholders across Customer Service, Marketing, Customer Research and Product teams.

 

You will be responsible for helping to ensure an insight led approach is taken in the way we service and engage with millions of international customers across both Skrill and NETELLER Wallets.

 

This position is based in our London office in Canary Wharf on a hybrid remote working model.

 

 

Responsibilities:

 

  • Undertake regular, relevant, and actionable data analysis, including programme/initiative evaluation, customer profiling and opportunity scoping analysis, developing dashboards and reports, interpreting the results, impact and presenting key findings back to the business
  • Responsible for the discovery and analysis of our customer service & experience data and the impact it has on the customer onboarding experience, retention, product use and long-term value
  • Build and foster relationships with key stakeholders (e.g.: Customer Service, Marketing, Product teams) to provide a view on the main pain points the customer may experience with our products and services and opportunities for further growth. Through data analysis, identify and drive initiatives helping the business to deliver better service, marketing and product offerings to our consumers
  • Support the design and evaluation of Customer Research surveys and ways to enrich the understanding of our customers via analysis of the customer, transactional and survey data
  • Work with Marketing and Data Management team to scope opportunities for marketing campaigns, understand and advocate focus on key metrics that drive customer and revenue growth and evaluate campaign analysis
  • Work closely with the wider Customer Insights team to discover ways how customer service data can be used at the different stages of the customer journey, be it for the event driven and tactical campaigns or for customer segmentation/propensity model development and embedding
  • Support business with the ongoing ad-hoc requests

 

 

Skills & Experience

 

  • 3+ years’ experience in a similar data analytics role; able to demonstrate the application of data insights to influence key business decision making processes and provide insights that showcase opportunities for business growth
  • Degree educated in a Mathematics/Commerce related degree or significant applied experience in a commercial environment
  • Sound grasp of statistical concepts, with an appropriate use and application of them
  • Hands-on experience of writing complex queries in SQL (e.g.: PL/SQL, MS SQL Server, Snowflake) with the ability to comfortably work with large data sets
  • Able to deconstruct and solve problems, to investigate drivers and figure out why things happen, and being able to “tell the story” when interpreting and presenting actionable data insights
  • Able to showcase results in wider business and customer context
  • Excellent eye for detail and ability to ensure accurate and objective analysis is undertaken considering the nuances on the customer base
  • Experience of using data mining tools such as R (or SAS), Python and/or SPSS Modeler for statistical analysis, specifically predictive modelling/clustering, would be advantageous.
  • Intermediate to advanced Excel skills (VBA a plus). Experienced user of other business intelligence and visualisation tools such as Tableau or OBI
  • Have a “Can do” attitude, team player, eager to learn, contribute and share knowledge
  • Experience in cross-team collaboration, with both technical and non-technical stakeholders
  • Great interpersonal and communication skills and be comfortable working across multiple cultures and diverse teams
  • Ability to thrive in a fast-paced and complex project environment, and to juggle shifting timelines and priorities
  • Knowledge of payments, ecommerce, digital content, and gambling markets desirable with understanding of customer and merchant needs in these segments
  • Are naturally inquisitive and proactive in understanding more about our customers, products, and our data
  • Ability to translate data analysis into commercial and customer outcomes or insights for the business to action
  • Having previously working with customer research data and understanding of NPS (net promoter score) would be advantageous
  • Experience working with Salesforce and customer service teams and data would be advantageous

 

 

Equal Employment Opportunity

 

Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.