About us

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance and procurement , we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

We are looking for a Senior Customer Insight Analyst to join the DLG Marketing Department to manage and deliver key insights to the business across our range of products, brands and stakeholders

Direct Line Group is heavily focused and committed to building market-leading brands, products and customer services. We’re a multi-billion business with a diverse customer base and the importance of getting it right for our customers is recognised across the organisation.

Working in partnership with teams across our insurance brands and products, our team builds research capabilities, monitors and interrogates the data, and delivers insights to the business that ultimately drive some of our biggest business decisions..

What you'll be doing:

• Represent the voice of the customer within the organisation and bring this to life for stakeholders 'Deliver fair treatment of customers at all times, support the DLG culture and regulatory requirement of fair outcomes'

• Own and input into all aspects of customer experience measurement, both quantitative and qualitative research: design, develop, delivery, analysis, interpretation and insight generation to provide evidence based strategic insights

• Use data and insight derived from the research programmes and other data sources to reports to deliver at key senior forums (at SLT / ExCo/ Board level)

• Story-tell with data and communicate results to validate benefit realisation processes

• Provide an objective viewpoint to the business, ensuring the customer perception of end to end experience is truly understood and used to highlight key failure points to influence senior management teams to take action

• Manage, evaluate, on-board and take ownership of relationship with relevant partner agencies to ensure delivering maximum value against the business’s strategic interests within timescales and budget

• Continually evolve the customer research programme to ensure it remains reflective of DLG portfolio and meets the changing needs of the business and ensure stakeholders are aware of the impact of changes.

What you'll need:

• Experience working with Market Research/Analytical/Customer Data role

• Excellent Excel and Powerpoint skills, literate in design of online data portals and platforms

• Data literate and experience combining multiple sources of data to produce compelling and consise, evidence based insight

• Excellent communicator

• Excellent project manager

Ways of Working

Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. How much you'll be in the office depends on your role, and we'll consider the flexible working options that work best for you.

Read our flexible working approach here.

Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that’s why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we’ve made it our mission to give you everything you need to be authentically you.

Benefits

We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

• 9% employer contributed pension

• 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover

• Additional optional Health and Dental insurance

• EV car scheme aEV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.

• Generous holidays

• Buy as you earn share scheme

• Employee discounts and cashback

• Plus many more

Being yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

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