Digital Analytics Manager

Role: Customer Insight Analyst (Digital Analytics Manager)

Location: London

Day rate: £350 via LTD

Contract length: 6 month initial

This role will be using information gleaned from “Voice of the Customer” data and other sources to make improvements to the overall customer experience

The Customer Insight Analyst will then be looking at how many of these types of complaints there might be, what the cost of rectifying them is, what the return on investment will be and whether that will in turn increase NPS.

This individual will be able to extract and interrogate data and present recommendations back to the business.

Must have experience using Adobe analytics.

Familiarity with voice of the customer platforms essential – Foresee, Medallia etc.

An experience of session replay technology would also be useful – Clicktale, Decibel Insight.

What does the role involve

• Support partner relationship management for several tools including Adobe Analytics and DTM Tag Manager, Decibel Session Replay and Foresee.
• Accountable for creation of a prioritised long term roadmap of initiatives which drive improvements in KPI`s
• Tracks and plays back on the success of in-life campaigns or ad-hoc trading initiatives, making recommendations to improve performance or customer experience.
• Identifying customer problems and translating them in to quantifiable benefits; fix ABC, and we can achieve XYZ against these measures
• Ensures the right information points are available by ensuring the correct page elements are firing
• Present performance and VOC data in compelling ways which inspires others to take action. Teamwork, Influence, stakeholder management and collaboration are key to the role
• Proactively identifying performance opportunities in funnel conversion or journey performance.
• Communicating at the right level is vital, and your day to day stakeholder map will range from directors to developers
• You will get the chance to present to large audiences and senior stakeholder regularly.
• Is able to take data from multiple sources with complex variables and identify opportunities to improve key in-life KPI’s and Customer experience

The Ideal candidate

• Expert user of Adobe Analytics
• Adobe Dynamic Tag Manager (DTM)
• Self-starter, proactive, an explorer
• Is able to balance customer and business performance outcomes, prioritising accordingly
• Comfortable operating in ambiguity

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