Specialist - Customer Insights & Personalisation

Main Objective of Role

To lead and translate complex customer data into actionable insights that drive improved customer experience, personalization, loyalty, and commercial performance.

Key Responsibilities

• Analyses customer behavior across channels, segments, and lifecycle stages to uncover actionable insights– by conducting deep dives into customer journeys, identifying pain points, drop-offs, and growth opportunities.
• Designs and builds predictive models including churn prediction, propensity to buy or engage, next-best-action / next-best-offer frameworks, Customer Lifetime Value (CLV) models, and recommendation systems, while maintaining, monitoring, and optimizing model performance in production environments.
• Partners with Customer Relationship Management (CRM) and Digital teams to design and activate personalised campaigns and customer journeys, providing data-driven recommendations for offer optimization, targeting, an...