Senior Commercial Insight Analyst

5 Universal Square, Devonshire Street North, Manchester, M12 6JH
£25,000.00 - £30,000.00 annually
18 Feb 2021
25 Feb 2021
Role Type
Apprenticeship, Higher
Start Date
How you'll help us succeed

As part of the Insight Team you will be key to enabling the business to make data driven decisions to benefit and support learners. Providing regular reporting and data analytics on student behaviour to product teams to influence the design of products; and ensuring Marketing & Commercial Managers understand students buying behaviours so that they can manage the business and communicate with students effectively. You'll do this by effectively leveraging the data and tools available to you to answer key questions and help drive discussions.
  • Enable Kaplan to develop a commercial advantage through the proactive provision of powerful management information
  • Facilitate decision making through the delivery of robust MI reporting from the groups' marketing-based customer insight function
  • Through a clear understanding of product and channel performance highlight risks and opportunities to the business, providing supporting MI
  • Provision of ad-hoc customer insight support to the business
  • Support budget build process through customer forecasts
  • Monitor student satisfaction making recommendations for improvement
  • Drive increases in customer retention and optimise the potential of every customer relationship through the use of existing MI and the development of new insight

Product / Customer Reporting & Analysis
  • Perform detailed analysis to enable customer and product insight in the business and to aid in the development of business strategy
  • Deliver customer and product analysis making proactive recommendations to improve Kaplan products in order to increase customer value, retention and revenue
  • Manage the delivery of a suite of regular management information reporting on business KPIs
  • Creation of a weekly phased budget based on historical business performance
  • Identify data requirements and implement ongoing enhancements to the marketing database

Customer Satisfaction Surveys

Drive collection and analysis of customer satisfaction with Kaplan products using surveys including:
  • Management of new customer Net Promoter Score survey including customer selection, email send and coordinating follow up actions
  • Management of bi-annual customer satisfaction survey from survey build, selection, email send, through to final reporting
  • Initiatives to increase send/receive and response rates
  • Improve analysis and reporting and provide national analysis, highlighting influencing factors that could determine business changes for improvements
  • Effective stakeholder management to ensure that recommendations for improvement are followed up

You'll also carry out other duties, within the broad scope and spirit of your role, as requested by your manager. Our business is continuously evolving, so your job description will evolve too.

Requirements and prospects

Desired skills

  • Excellent analytical and numerical skills, preferably in a marketing background
  • Excellent written and verbal communication skills
  • At lease 2 years' experience working in a customer insight team in a large, data rich industry
  • Experience of driving commercial decision-making through the generation and application of customer insights
  • Experience of using PowerBI to build reports to answer business queries
  • Experience in SAS, SQL or equivalent
  • Highly competent in MS Office particularly Microsoft Excel
  • Experience in customer satisfaction surveying - desirable
  • Experience of Key Survey - desirable

Personal qualities

  • Well developed problem solving ability with a proven track record
  • Accurate, persistent with excellent attention to detail
  • Self motivated and proactive individual with the drive to succeed
  • A resilient individual who will strive to achieve their goals

Desired qualifications

Educated to degree level in a numerical discipline.

Future prospects

From this role, your potential routes for progression include:
  • K6 - Senior Commercial Insight & Learning Behaviour Manager - managing a small team including setting goals; developing stakeholder relationships.

Things to consider

A competitive salary and clear pay structures, progression paths, and a comprehensive benefits package. You'll be joining a great place, driven by a shared purpose, where everyone can succeed and build a brighter future together.
The appropriate training to enable you to progress within the role, building both your technical and softer skills.
As part of this role you will work towards a Level 4 Data Analyst Apprenticeship.

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