Customer Experience Analyst

Job Introduction

Bennetts are recruiting for an accomplished Customer Experience Analyst to take their online testing and optimisation programme to the next level. This pivotal role will involve owning the optimisation programme; ensuring business targets are met and customer learnings are constantly achieved.

Role Responsibility

Include:

Planning and managing the Bennetts online optimisation programme, with the aim of developing and growing customer behaviour knowledge.

Extract insights to feed the optimisation programme with data-driven hypothesis. 

Monitor site performance, with the use of web analytics (Adobe) and other tools, to understand online customer behaviour. 

Employ an outward looking view to Bennetts testing and insights tool set; ensuring they are fit for purpose and that maximum value is being taken from each. 

The Ideal Candidate

You will be able to:

• Understand online customer behaviour using tools including web analytics & Sessioncam
• Identify customer frictions points and use them to create test hypothesis to feed into a test backlog
• Run the Optimisation programme using both internal and external resource including AB testing, MVT and personalisation

As part of the Digital Transformation team within Bennetts you will be:

• Enthusiastic and passionate about online optimisation and also the wider Digital market
• Producing insights from data; applying knowledge to propose changes and tests through the Bennetts online real estate
• Able to collaborate with other teams, both internal and external to ensure feedback methods are optimal and provide accurate actionable information
• Able to use tag management systems to implement relevant tools whilst following process to ensure they meet security and performance needs

• An excellent communicator; capable of analysing customer behaviour using web analytics; producing high quality reports to present back to Bennetts Stakeholders
• Aware and actively interested in optimisation possibilities made available through rapidly advancing technology

Package Description

• 25 days annual leave + bank holidays
• Annual bonus
• Private Healthcare after one years' service
• £25 towards monthly gym membership 
• Free fruit

About the Company

Bennetts is a market leading specialist motorcycle insurance broker. With over 200,000 customers, we've been around for over 85 years but, we never stand still. We pride ourselves in being different, innovative and ambitious. We've built the fastest growing, award-winning biking social network - Bike Social which is going from strength to strength and now we're keen to continue to grow our business - our minds are well and truly open  as to where we could take Bennetts in the future. 

Bennetts is owned by the Saga Group and while our customer base differs, in that our customers are aged 16-90, we do benefit from the support and knowledge of the wider Group to deliver outstanding customer experiences to drive business growth. 

Saga Group