Customer Insight Manager

Working in the Analytics team, the Customer Insight Manager provides delivery of commercial value through the usage of analytical methods to deliver actionable insight. The aim is to understand, test, predict customer & marketing profitability and its associated levers. In your role, you will contribute to the development of the business through:

• Exploitation of customer knowledge & insight
• Statistic survey of our portfolios
• Implementation of decision support tools Assuring visibility of customer insight within BNP Paribas Personal Finance and Strategic retail partners.

KEY RESPONSIBILITIES

ANALYTICS MANAGEMENT

• Understanding customer profile and behaviour of a credit customer
• Control and builds factual/quantified diagnostics of marketing activity (business lines, products, etc.) that provide a clear vision of campaign efficiency, statistical significance & profitability levers
• Test and learn: Implement A/B & MVT and communicate performance results to wider business
• Build customer segmentation to treat and engage with customers differently through marketing content
• Provide insight into optimising marketing based on budget and customer behaviour
• Use digital analytics to support the customer journey analysis and reporting (inc Tagging)
• Analyse and recommend to improve performance of Digital Channels, assessing KPIs such as conversion, ROI and CLTV of digitally acquired customers, Affiliates / Aggregators, PPC, SEO, Email, SMS and in-app push notifications
• Manage the performance of ad hoc behavioural and/or generational studies, driving customer insight to support business analysis

RELATIONSHIP MANAGEMENT

• Manage and supervise a team, defining the assignments of colleagues, assesses them and guarantees their up-skilling
• Energetically contribute to the strategic partnerships, driving customer insight as a key contributor of commercial success
• Manage and engage relationships with 3rd parties, presenting to senior stakeholders external to BNP Paribas Personal Finance
• Jointly define analytics roadmaps to support both BNP Paribas Personal Finance & Strategic Partnerships goals

COMPANY INITIATIVES

• Take responsibility for the Health & Safety of yourself and others whilst at work
• Actively pursue Personal Development to improve performance in current job and for career development
• Support and demonstrate company values
• Participate in training as and when required
• Carry out any other reasonable duties as requested by management
• Comply with Data Protection Legislation with regard to disclosure of information
• Comply with all requirements from Regulatory bodies e.g. FSA, FOS

Please note : Industry experience is desirable for this role and experience of financing of products.