Saga plc.

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

We are a dynamic and forward-looking business with a clear, single-minded purpose; to create exceptional experiences every day whilst being a driver for positive change in our markets and communities. Our focus on exceptional experiences empowers our colleagues to create moments that are simple, personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.

We are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.

Listed Jobs

Company Name

Saga plc.

Job Title

Customer Insight & Intelligence Analyst

Job Description

**Job Title:** Customer Insight & Intelligence Analyst **Role Summary:** Analyze and transform customer data to provide actionable insights that improve customer experience, satisfaction, and retention across insurance and travel journeys. Produce reports, dashboards, and presentations for stakeholders and collaborate across CX, product, marketing, operations, and technology teams. **Expectations:** - Deliver accurate, timely insights that influence decision‑making. - Maintain data quality, integrity, and compliance with governance standards. - Stay current with analytics tools and industry best practices. **Key Responsibilities:** - Collect, clean, and prepare data from Voice‑of‑Customer surveys, complaints, transactions, journey analytics, and churn metrics. - Conduct descriptive and diagnostic analyses to uncover trends, pain points, and improvement opportunities. - Develop and maintain dashboards, reports, and presentations that communicate findings clearly. - Map and analyze end‑to‑end customer journeys, identify friction points, and support prioritization of interventions. - Collaborate with CX, product, marketing, operations, and technology teams to ensure data and insights are available for decision‑making. - Monitor the impact of implemented changes and refine strategies based on measured outcomes. - Work with IT and data governance teams to ensure data privacy, compliance, and best‑practice management. **Required Skills:** - Proficiency in Excel, SQL, and business‑intelligence tools (Tableau, Power BI). - Experience integrating multiple data sources (VoC, complaints, transactions, journey analytics). - Ability to translate data into clear, actionable insights. - Strong analytical, detail‑oriented, and organisational skills. - Effective communication and teamwork abilities. - Knowledge of data privacy, compliance, and governance requirements. - (Optional) Python or R for advanced analytics. **Required Education & Certifications:** - Bachelor’s degree in Data Science, Business Analytics, Statistics, Marketing, or a related field, or equivalent experience. - No specific certifications required, but certifications in data analytics or BI tools are advantageous.

Folkestone, United kingdom

On site

17-11-2025