Customer Insight Analyst/Manager

About our Business: At ICIS, our mission is to optimize the world's resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. You can learn more about ICIS at the link below. https://www.icis.com/explore

About the role: To provide dedicated analytical capability within Customer Intelligence, connecting customer research, CRM data, product usage data and business performance metrics into clear, actionable insight. This role is designed to build future data science and AI capability while strengthening day-to-day reporting, dashboarding and evidence-based decision making.

You will be responsible for turning customer, commercial and operational data into practical insight that improves customer understanding, product decisions, retention, engagement and business performance. You will work closely with customer researchers and cross-functional partners to bring together quantitative and qualitative evidence, helping the business move towards a more connected view of customer needs, behaviours and outcomes. You will have exposure to data science, automation, AI-ready analytics, cloud environments and customer data architecture.

Responsibilities:

• Analytics and Insight Generation - Analyse customer, product, commercial and operational data to uncover trends, risks and opportunities, delivering insights into customer behaviour, engagement, retention, product adoption and experience. Conduct ad hoc analysis to support strategic initiatives and leadership decisions, while collaborating with Customer Insights teams to combine quantitative data and customer research into actionable recommendations.

• Data Management and Reporting - Extract, clean and analyse data using SQL, Python and Excel to support reporting, dashboards and insight packs. Track key customer and business metrics such as NPS, engagement, retention, adoption and usage, while ensuring data is validated, consistent and reliable for decision-making.

• Data Science, Automation and AI Readiness - Use Python to automate recurring analysis, reporting and data preparation, while supporting statistical modelling, predictive analytics and AI/data science proof-of-concept work. Identify opportunities to improve insight delivery through automation and emerging analytical methods

• Data Visualisation and Storytelling - Create impactful Power BI dashboards and visualisations to communicate customer and business performance, translating complex analysis into clear, actionable insights for technical and non-technical audiences. Support the development of leadership-ready reports, presentations and data-driven recommendations that explain what is happening, why it matters and what actions should follow.

• Collaboration and Business Partnership - Collaborate with cross-functional stakeholders to translate business questions into analytical solutions and measurable outcomes. Promote knowledge sharing and a unified view of customer data, while supporting a culture of evidence-based decision-making through the effective use of data and insights.

Requirements:

Essential

• Exceptional analytical and problem-solving skills, with the ability to work with complex datasets and generate practical insight.

• Excellent data science and programming skills, with proficiency in Python for data analysis, modelling, automation and statistical applications.

• Experience in data manipulation, querying and analysis using SQL.

• Skilled in data visualisation and presentation of analytical findings using Power BI.

• Competent in Microsoft Excel for data analysis, reporting and business insight generation.

• Ability to communicate analytical findings clearly to business stakeholders.

• Exceptional attention to detail, especially around data quality, accuracy and interpretation.

Desirable

• Experience using Salesforce and understanding of how CRM data can support analytics and decision-making.

• Understanding of customer insight, market research, customer experience or NPS measurement.

• Working knowledge of cloud computing concepts and cloud-based visual or analytical environments.

• Understanding of data architecture concepts, including data warehousing and data lakes.

• Exposure to cloud computing environments such as Microsoft Azure.

• Exposure to predictive analytics, machine learning, AI-enabled analytics or advanced statistical methods.

• Experience working with customer, commercial, subscription, product usage or behavioural datasets.

Behaviors and Mindset:

• Demonstrates curiosity by asking thoughtful questions, challenging assumptions and looking for better ways to use data to understand customers and business performance.Demonstrates curiosity by asking thoughtful questions, challenging assumptions and looking for better ways to use data to understand customers and business performance.Demonstrates curiosity by asking thoughtful questions, challenging assumptions and looking for better ways to use data to understand customers and business performance.

• Shows a willingness to learn new tools, techniques and technologies, including Python, SQL, Power BI, automation, data science and AI-enabled analytics.

• Uses evidence objectively, explaining what the data does and does not show, and avoids jumping to conclusions without enough context.

• Maintains high standards of data quality, accuracy and interpretation so that insight and recommendations are reliable.

• Works collaboratively across Customer Insights, Product, Commercial, Technology and Data teams to build a more joined-up view of the customer.

• Shares learning openly, seeks input from others and helps translate business questions into clear analytical approaches.

• Acts with agility by adapting to changing priorities, working through ambiguity and staying focused on the most useful and practical answer.

• Takes ownership for moving work forward, raising issues early and identifying opportunities to improve reporting, automation or insight.

• Connects analysis to customer value and business outcomes, making sure insight supports better decisions and practical action.

• Shows confidence to test, learn and try new approaches, even when the answer is not perfect first time.

Working for you: We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Generous holiday allowance with the option to buy additional days

• Health screening, eye care vouchers and private medical benefits

• Wellbeing programs   

• Life Assurance                                                                                 

• Access to a competitive contributory pension scheme

• Save As You Earn share option scheme

• Travel Season ticket loan

• Electric Vehicle Scheme

• Optional Dental Insurance

• Maternity, paternity and shared parental leave

• Employee Assistance Programme

• Access to emergency care for both the elderly and children

• RECARES days, giving you time to support the charities and causes that matter to you

• Access to employee resource groups with dedicated time to volunteer

• Access to extensive learning and development resources

• Access to employee discounts scheme via Perks at Work

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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