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Customer Analytics Manager


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Think outside the box

We know that sometimes people can be put off applying for a job if they think they can't tick every box, but if you are excited about this opportunity and think you can do most of what we are looking for, then go ahead and apply. You could be exactly what we need!

Ways of Working

At Bank of Ireland we are changing.  We are committed to enabling our colleagues to thrive and offer agile ways of working to maximise choice and flexibility in how we work and live. Varying degrees of optionality apply depending on the role.  For more detailed information on this role, please contact us, or let us know your preferred working arrangements when you apply.

Inclusion & Diversity

At the heart of our purpose is our commitment to Inclusion & Diversity: To foster an inclusive working environment where all colleagues are enabled to reach their full potential. We are working to develop a more inclusive and diverse environment, supported by the development of our Employee Support Networks.

Customer Analytics Manager

Belfast, United Kingdom | Permanent | Full time

Customer Analytics Manager

  • Belfast, United Kingdom
  • Full time

Description of business unit

The Group Customer Analytics team sits within the Group Marketing function and supports our customers, colleagues and partners across Ireland, UK and Internationally.

In a changing market environment, where customer expectations continue to grow and there is an increasing demand for personalised customer experiences, Customer Analytics is leading the charge to enable and deliver this personalised experience through data analytics and the application of machine learning and artificial intelligence.

To deliver on this vision the Customer Analytics team leverage internal and external data and apply data analytics, machine learning and visualisation techniques to maximise the value of this data and deliver positive outcomes for our customers and our business.

The complex challenges the team faces means there is considerable opportunity for team members to grow and develop both their technical and non-technical skills to achieve their full potential at Bank of Ireland.

Purpose of the Role

The Commercial Analytics Manager will play a key role as a senior member of the Customer Analytics team. The individual will act as a senior member of a team tasked with delivering actionable insights that translate into positive customer and business outcomes. The individual will have a commercial mind-set and will be someone who can identify and communicate opportunities for growth.

Key Accountabilities

  • Provide detailed analysis and understanding of customers' needs and interests across different customer segments and products.
  • Responsible for providing insight into the performance of your squad's activity and identify actions to increase performance.
  • Analyse key metrics by customer group and provide insight into value, customer experience (NPS and CES) and customer retention rates.
  • Drive enhanced business and commercial outcomes by translating insights into actions and following through to ensure change is delivered and measured.
  • Set the standard for high quality and impactful output across the team.
  • Act as a mentor to more junior commercial analysts, ensuring technical and non-technical training needs are identified and solved for and the existing skills are leveraged optimally to solve business problems.
  • Support the development of a strong culture within Customer Analytics to attract and retain top talent.
  • Play a key role in building the brand of Customer Analytics internally and externally by demonstrating the value Customer Analytics delivers for our Customers.

What is the opportunity

The successful candidate will be responsible for the delivery of data driven analysis to our key product lines and customer segments and also for bringing expertise in analytics and storytelling to deliver increased commercial and business outcomes.

This is a high visibility role within the team and a great opportunity to make a difference to our customers. This a front facing role with lots of exposure to key business units and senior stakeholders.

Essential Skills & Experience

  • Previous analytics experience working in Analytics/Data Science, with at least 2 years' as a senior analyst or analytics manager.
  • The role will require an individual with strong stakeholder management skills and a proven track record of driving change through data and analytics.
  • Experience in Customer Analytics working in a commercial, marketing or trading performance role.
  • An individual with a commercial mind-set who is driven by delivering measurable value from Analytics.
  • Experience of working in Agile delivery squads.
  • Experience with visualisation tools e.g. tableau.
  • Experience with web analytics (Google Analytics and Google Big Query).
  • Leverage exceptional attention to detail to deliver impactful results and insights.
  • A highly motivated and driven individual looking to make a major contribution to the success of analytics within the Bank of Ireland Group.

Desirable Qualifications, Skills & Experience

  • Bachelors in Engineering, Statistics, Computer Science, Machine Learning, Analytics, or equivalent quantitative field.
  • Experience with Teradata, Google 360, Tableau or similar data technologies.
  • Proven experience measuring the value of analytics in terms of increased revenue, customer outcomes or reduced cost.

Working at Bank of Ireland doesn't have to mean working in an office to have an impact. Our commitment to enabling colleagues to thrive means that depending on role type you can have choice and flexibility in where you work and live, subject to your role, customer needs and our requirements. We have a hybrid working model, with home, agile hub and office based options available. We will always list a primary location which can be where you go for in person collaboration, and a location where you can best perform your role.

Please note you must live in the jurisdiction for the business to which you are contracted.

This job can be done anywhere in UK with the primary office location as Belfast to which travel will be required for in person collaboration. Exact frequency to be agreed with manager.

Key Competencies

  • Customer Focused - Self
  • One Group, one team - Self
  • Agile - Self
  • Accountable - Self
  • Manage Risk - Self

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Closing date: Jun 25, 2021

Apply now

Our application form takes just minutes to complete. If you have any questions about our application, you can contact our recruitment team directly.


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