Job Description
Position Summary:
Cinch Home Services, one of the nation’s leading providers of home service solutions, is seeking a seasoned Customer Insights and Business Analytics Lead to join our Customer Retention & Lifecycle Management team (with day-to-day interaction within the Data Science team.)
- In this senior role, you will have a critical function in driving the improvement in customer retention and long-term value through identification of customer-focused trends & behaviors, which unlock insightful and actionable opportunities.
- This role requires you to sift through customer data to not only find answers to questions posed by the organization but also determine why the insights are relevant to increasing customer value and improving business performance.
- You will bring your analytical and technical expertise, along with a curious mindset to go beyond surface-level insights and find effective means to drive customer-centric strategies.
- You will work closely with product, engineering, data scientists, and business stakeholders to ensure your customer-focused insights align with strategic goals.
- You are a self-starter (solely responsible for delivery of impactful insights) ; highly motivated (the business is matrixed and moves at a fast pace) ; industrious ( discovery of answers that create step-function change for the business) ; strategic ( mindset to analyze complex datasets and deliver recommendations).
Experience & Requisite Skills:
- Adept at utilizing data analytics to derive insights on customer behaviors, communication effectiveness, business process performance improvements, and business planning.
- 5+ years’ experience leveraging data insights to design and implement key Customer Lifecycle Management strategies to boost profitability, elevate engagement and minimize churn (marketing, retention, and upselling) strongly preferred.
- 5+ years’ experience using data, data structures, and at least two analytics platforms and tech stacks such as Oracle, Teradata, Snowflake, AWS RDS/Redshift or MS SQL in an Agile environment.
- 5+ years experience with SQL and Business Intelligence report development tools such as Business Objects, SSRS, Cognos, MicroStrategy, Tableau, QlikView, Spotfire, etc.
- 3+ years experience with Data Governance deliverables such as Business Glossary, Data Lineage, etc.
- 3+ years’ experience in effective influencing and negotiation skills within an environment where resources may not be in direct control of this role, preferred.
- Subscription services experience strongly preferred.
- Strong business acumen, with preferred industry experience in Retail, Warranty/Insurance, Field Service Management, Marketing, and/or Contact Center
- Experience with at least two integration platforms, such as Talend, DataStage, Kafka, Oracle Data Integrator (ODI), etc.
- Working knowledge of operations data platforms and Analytic Tools such as MicroStrategy and Tableau, Spotfire is a plus.
- Familiarity with working in an established design system and agile development teams
- Proven ability to work in a fast-paced environment with multiple Solution Delivery teams and third-party vendors.
- Strong understanding of digital product development processes, methodologies, and best practices, with demonstrated experience in agile/scrum methodologies.
Key Responsibilities:
- Support the development and deployment of retention, upsell, and win back strategies to increase the profitability of our customer base, improve engagement and reduce churn (maximize customer lifetime value) through analytical insights and informed business rules.
- Provide thought leadership against future modeling capabilities and renewal offers that enable acceleration of retention, revenue growth and improved operational efficiencies.
- Utilize data-driven insights and analytics to measure and track the effectiveness of initiatives, identify areas for improvement, and iterate on product features and functionalities.
- Leverage user data and A/B testing results to refine and optimize our initiatives, products and operating approach.
- Lead/Assist requirements gathering sessions with business and technical stakeholders to distill business and technical requirements, priorities, define key performance indicators (KPI) in development/support of the Bl, Data Warehouse & Data Science roadmap defined by the Business & Data Teams
- Analyze business processes and functional requirements and steer the development of business cases in support of a data analytics outcome.
- Conduct data analysis and collaborate with business and development teams to identify success criteria in analytics dashboards, alerts, and reports.
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