Customer Insights Analyst at Secret Escapes in London, United Kingdom

This is an exciting opportunity for an analyst. You don’t have to have been a Customer Insights Analyst  before, but should have experience uncovering insights that have delivered measurable value.

As a CI analyst, you will work closely with the product team to help drive the strategy and growth for Secret Escapes. You will use qualitative and quantitative research methods to analyse our customers’ behaviours across devices, across the customer lifecycle, across our multiple territories to deliver actionable insights. In addition, you will create and maintain a product dashboard.

Questions you will help answer

  • Can you identify users who are likely to purchase from those who are not? What signals are they sending? 
  • Are there any differences in the conversion funnels by territories or product lines or device? Are there any notable drop offs that need to be fixed? 

 Why Secret Escapes?

Secret Escapes is Europe’s largest members-only website in flash sales for luxury travel. We are one of the few incredibly successful start-ups with phenomenal year-on-year growth and already profitable. How are we doing this? We are a fast-paced, data-driven, customer-centric culture with smart people who like to work hard and have a lot of fun. We have a games room and ping pong tables in the meeting rooms. We stop work early on Fridays to grab a drink from our bar and hang out with one another. It’s a fun culture with amazing people that you want to spend time with after work. Everyone pitches in and does what needs to be done. We aren’t about job titles or hierarchies. We are just people passionate about delivering the best luxury holiday online experience for our members at the best rates guaranteed.

In product, we like tackling the big questions around what new experiences, new products, new features or improved old features will drive the most growth for the business. While we think big, it is all about testing ideas fast, so we can fail fast and spot a winner faster. We want to excel at driving innovation and growth for Secret Escapes. We require insights and analysis to deliver this.

Things you will be working on

  • Create and maintain a KPI dashboard
  • Perform and run market research projects
  • Work closely with head of product and product managers to uncover insights
  • Confidently present findings
  • Aid in creating business cases
  • Analyse the success of new products that have launched
  • Champion the voice of the customer

Skills/Requirements

  • Excel whizz. You can do pivot tables in your sleep. You may have even utilized the stat pack.
  • Experience with Google Analytics or other online analytics tool is a must. Experience with a statistical package such as SPSS is a bonus
  • Highly numerate. You live for stats. You want to break this world down into numbers.
  • Market Research Expert. You’ve created, delivered and analysed customer surveys. You’ve poured over any relevant data from industry experts. You’ve segmented your customers. You have run user testing sessions. You may have even run focus groups or hall tests. In short you are hungry to find what makes customers tick (and how to monetize it.)
  • Knowledge of SQL and R is desirable, but not required
  • An ideal candidate can be given a question and come up with a plan on how to solve it.

And you are…

  • Intellectually curious. Likes to dig into data for answers. Naturally inquisitive.
  • Passionate about understanding users and what makes them tick
  • Entrepreneurial. Wants to drive metrics like revenue, conversion. Wants to drive change.
  • Excellent communicator. Communicate findings in a clear and concise way. Can adapt to different audiences. Be eager to evangelize these findings with the rest of the business.
  • In the know. Always checking up on competitors. Would be aware of what is going on in travel technology.
  • Likes to have fun. Because, who doesn’t?

Things you should know about the Product and Tech teams

We love a good time, and after all, our work is to inspire the world to escape.

We come from all over the world, so expect tasty and less appealing treats to pop up on a regular basis. Be a sport and say they’re wonderful!

Hackday is sacred and our Product managers love to work with the tech team on crazy stuff. We’re real geeks and nerds.

We also like a beer or two or more… after work and especially Friday afternoon. We’ve got a tiki bar and we aren’t afraid to use it!


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