Customer Insight Analyst (Fintech)

TL;DR

Customer Insight Analyst (Fintech): Analyzing customer support experiences and feedback sources to identify trends and root causes with an accent on CX metrics and actionable insights. Focus on performing root cause analysis, developing automated dashboards, and collaborating with product teams to optimize customer journeys.

Location: Remote (UK)

Salary: £32,900 - £44,600

Company

A modern digital bank on a mission to make money work for everyone by replacing traditional banking with a user-centric product offering.

What you will do

• Review monthly CX metrics across CSAT and complaints to identify key drivers and trends.
• Conduct deep-dive root cause analysis within customer journeys across product, processes, and support.
• Automate reporting and analysis through the creation of dashboards and training ML models.
• Present findings to business leaders to drive performance and identify opportunity areas.
• Collaborate with product and data teams to improve feedback sources and data collection.
• Provide actionable insights to Operational Teams to shape coaching and training for support staff.

Requirements

• Strong data analytical skills with proficiency in Looker or similar data platforms.
• Ability to apply critical thinking to identify root causes and compounding factors.
• Experience distilling complex data findings into simple, actionable summaries.
• Strong communication and presentation skills for diverse stakeholders.
• Passion for improving customer experiences.
• Must be based in the UK.

Culture & Benefits

• £1,000 annual learning budget for books, training courses, and conferences.
• Full remote work support including MacBooks and home office setup assistance.
• Incentive awards tied to individual performance.
• Inclusive and diverse work environment with a strong focus on equal opportunities.

Hiring process

• Initial application questions followed by a recruiter call.
• Competency-based interview focused on technical knowledge and experience.
• Final stage consisting of a Values interview and a practical task.