Bradford, England, United Kingdom
Experienced Data Analyst with a demonstrated history of working in the financial services industry. Skilled in Data Analytics, Market Research, Customer Experience, and Dashboard Design. Strong insight professional with a Bachelor of Arts (BA) focused in Business from Manchester Metropolitan University.
Moved to the newly created BI Centre of Excellence (COE) to further develop my BI skills and broaden my interactions with other areas of the company. • Develop and maintain production of regular BI/MI ensuring accuracy and the relevant procedures are in place, understood and followed. This includes all workflow, productivity, financial and non-financial reporting aspects of the company to enable robust business decision-making and the evaluation of strategic objectives. • Develop and maintain production of advanced analytical processes that enable enhanced insights. Also simplifying these complex processes for the wider business, explaining how data flows & calculations work throughout. • Support the development and delivery of the COE BI/MI with all executive and senior management level reporting, analysis and requirements of financial and non-financial information, such as the Executive BI Dashboard, planning information, and statutory reporting to enable robust business decision-making and the evaluation of strategic objectives.
Contribute to the insight generation process, working cross-functionally to develop appropriate value propositions and processes to drive acquisition, retention, member satisfaction and brand engagement. Analytics • Deliver ongoing development and maintenance of member segmentation across all territories • Deliver Balanced Scorecard data and other KPI reporting, as well as ad-hoc analysis requests. • Deliver dashboards, presentation and reporting of information to ensure greater business impact. • Develop and deliver analytics capability for MPS, including resourcing, techniques, tools and communication of analytics through the business. Data management • Source, develop and maintain accurate, timely data on MPS membership (medical and dental), and on the size and structure of the markets in which MPS operates. • Deliver campaign execution and response management and performance evaluation through data extraction, email broadcast, data capture and database analysis. • Contribute across the business on the improvement of data infrastructure, systems and sources. • Was the main point of contact for the commercial department in the development of the companies new data warehouse for new IT system implementation.
Managed all customer research and competitor information needs across multiple brands and for a wide range of products and channels. Also responsible for one direct report and managing the research budget. Employed a wide range of methodologies including amongst others; end-to-end management of ad-hoc research projects, customer and brand studies, creating and analysing online surveys and managed mystery shopping programmes. I set-up and ran an online customer research community which included ensuring participants and business stakeholders got the most value from the relationship by driving content and communicating the results to the wider business.
Looked after customer experience in the application process on all HBOS Household Insurance websites: co-ordinated enhancements to improve sales and conversion rates, worked with third party sales channels in setting up new relationships and provide set up MI packs for sales and website usability.
Working in the Market Intelligence Team; focused on supporting internal clients and third party partners with regards to the production of regular and ad-hoc market and competitor information within general insurance and protection products.
Responsible for running and conducting analysis for multiple customer tracking surveys and was the main point of contact for all competititor and market intelligence needs.