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About the Role
This role owns the operating rhythm of the Customer Intelligence team, managing reporting, the relationship with the central Data and Insights team, and the Voice of Customer program. It translates data into actionable business recommendations.
Responsibilities
- Maintain a standing analytical view of subscriber behaviour across lifecycle stage, acquisition channel, offer type, engagement profile, and market.
- Produce weekly performance reporting on subscriber base movement, churn cohort analysis, CRM campaign incrementality, and payments recovery status.
- Flag material shifts in cohort behaviour before they surface in aggregate churn numbers.
- Act as the primary client of the central Data and Insights team for the Customer Intelligence function.
- Define the analytical questions the team needs answered, focusing on predictive, behavioural, and cohort-based analysis.
- Commission analytical work from Data and Insights using well-defined briefs that produce actionable insight.
- Translate Data and Insights output into retention intelligence.
- Advocate for customers by turning survey feedback and data into insights that shape core incentive programs.
- Identify where Voice of Customer data confirms or contradicts behavioural data and surface those tensions.
- Provide data inputs for the 12-week rolling forecast and cohort LTV model.
- Maintain the historical forecast accuracy log.
Requirements
- Minimum of 4–6 years in a data analytics, business intelligence, or performance insights role.
- Proven experience moving beyond raw data production to deliver strategic recommendations and actionable business insights.
- Hands-on experience with predictive modelling, cohort-based analysis, and behavioural segmentation.
- Strong experience working within a subscriber-led business model (e.g., SaaS, media, telecoms, or digital subscriptions).
- Deep understanding of retention metrics, including churn forecasting, cohort LTV, subscriber lifecycle stages, and acquisition channel performance.
- Experience integrating qualitative feedback (VoC programs) with quantitative behavioural datasets to resolve conflicting data trends.
- Demonstrated experience acting as a primary client or liaison to a centralized corporate Data & Insights team.
- Proven track record of drafting complex, well-defined analytical briefs to commission targeted research and projects.
- Experience distributing performance reporting and presenting insights directly to C-suite or Director-level stakeholders.
- Ability to operate autonomously as a peer alongside senior managers without needing direct reporting lines to them.
Skills
- Data Analytics
- Business Intelligence
- Performance Insights
- Predictive Modelling
- Cohort-based Analysis
- Behavioural Segmentation
- Retention Metrics
- Churn Forecasting
- Cohort LTV
- Subscriber Lifecycle Stages
- Acquisition Channel Performance
- Voice of Customer (VoC) Programs
- Quantitative Data Analysis
- Qualitative Data Analysis
- Cross-Functional Collaboration
- Analytical Briefing
Location
- London
Work Type
- Full-time
- Permanent
Experience Level
- Senior
- 4-6 years
Benefits
- 25 days’ holiday (increasing by 1 per year up to a total of 30)
- Pension Plan with company contribution
- Life cover up to 3x basic salary
- DMGT Discounts
- Subsidised canteen
- Onsite gym
- Onsite nurse and GP clinics
- Employee Assistance Programme
- Discounted dining cards
Equal Opportunity
- Committed to increasing diversity and maintaining an inclusive workplace culture.
- Welcome applications from all qualified candidates regardless of ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status, or disability.
- Disability Confident Committed.
- Offers recruitment documentation in other formats and provides reasonable adjustments during the recruitment process.