Customer Insights Manager

  • Currency Cloud
  • London, United Kingdom
  • Aug 01, 2017
Full time General Business Management Product Manager

Job Description

About the role…

The Customer Insights Manager is responsible for using data, insights and analysis to solve a variety of complex business problems for Currencycloud (e.g. how do customers use our products and what should our pricing look like?). They will be accountable for ensuring that customer insight & analysis lies at the heart of product development, pricing, marketing & prioritization of software backlogs.

The Details…

  • Manage the full life cycle of analytics projects - from ideation to planning to execution
  • Work closely with business stakeholders to define & develop hypotheses to be disproved. These should cover a wide breadth of what we do as a business:

    • How customers use our products: which features do they use?

    • Pricing of our products

    • Customer journeys – pre-sale & post-sale

    • Product & feature adoption

    • Unit economics, e.g. margin

    • Collection of monies, conversion of different currencies & payments to beneficiaries

  • Retention
  • Up-sell & cross-sell
  • Query several large, complex databases containing a variety of data (structured & unstructured) relating to our customers, products, pricing, business processes and economics
  • Manipulate data using SQL (or similar languages) and Excel to analyse results and identify actionable insights
  • Package & present actionable insights as robust recommendations (“so what”?) that drive significant customer & commercial outcomes for Currencycloud
  • Augment your quantitative analyses by using qualitative customer development techniques to get insights into ‘why’
  • Build a suite of models & reports that stakeholders can use to self-serve. These will cover everything from SaaS metrics (e.g. CLTV) to customer behavior to product usage
  • Role model using Test & Learn techniques to solve pressing business problems
  • Be the customer insights SME for the business and make recommendations for how we can
  • improve our data collection, data management & generation of insights
  • Get your hands dirty with data – quantitative & qualitative – to power Currencycloud’s growth 

What Skills & Experience do I need?

  • Proven experience in a customer insights role
  • Very strong statistical & analytical skills, with experience using SQL (or similar languages) for data
  • extraction, manipulation & analysis
  • Experience managing analytics projects
  • Ability to generate meaningful insights & recommendations that move the dial commercially
  • Excellent communication skills both written and verbal
  • Excellent team working skills, ability to manage own workload and tenacious attention to detail
  • Comfortable working in a start up environment
  • Have an interest in the payments, financial services, technology or FX industry

If this sounds like you and you’re looking to join a company that offers health, dental, and vision cover as well as a competitive pension & life assurance scheme, 25 days annual leave each year plus a day off for your birthday AND team drinks & snacks every Friday, then get in touch!