Customer Analyst, Virgin Media Ireland

About Virgin Media:

Virgin Media is the leading connected entertainment cable and broadcast business in Ireland. Every day we deliver connections that really matter for thousands of people, with multi award-winning services including superfast broadband, TV, mobile and home phone. Our Virgin Media Business division provides the fastest broadband speeds and connectivity solutions for entrepreneurs, businesses and the public sector.

Virgin Media Television, our broadcast division, is Ireland’s number one commercial public service broadcaster offering four free-to-air channels: Virgin Media One, Virgin Media Two, Virgin Media Three, as well as the Virgin Media Player. We are a significant investor in home produced content, including news, current affairs and drama, as well as offering the best in international programming. Virgin Media More, a platform exclusive channel for Virgin TV customers, offers the very best of first look premium content, including ground-breaking Irish and International drama, documentaries & sport. Our advertising sales agency, Virgin Media Solutions, creates unique, innovative campaigns for our business and for third party clients across the UK and Ireland.

Virgin Media is part of Liberty Global, one of the world’s leading converged video, broadband and communications companies with operations in seven European countries. Liberty Global is a founding member of the European Green Digital Coalition and is included in the prestigious Dow Jones Sustainability World Index. Following the challenges brought about the global pandemic, the power of connectivity to deliver positive, meaningful change to people’s lives has never been clearer. Our inclusion in these prestigious indices for the ninth year running attests to our long-standing commitment to the importance of sustainability and ensuring that we are strong corporate citizens as well as responsible stewards of the environment across the markets in which we operate.

For further information please visit: www.virginmedia.ie

About the Role:

We are looking for an individual who is insatiably curious about our customers and our industry. They will be deeply interested in the psychology of consumer behaviour as well as the technology that powers our business. They have a passion for being able to draw succinct actionable implications from data of all kinds and varying sources. They will be brilliant at bringing people together and inspiring action through the communication of compelling, relevant and new insights into our customers and our markets.

Working within Virgin Media Ireland’s Data & Insights Function, the Senior Customer Analyst will unlock useful insight from our data and support business users in applying it to decision making.

Specific Duties & Tasks:

The Customer Analyst will work within a small team of analysts focused on delivering actionable insight and analytical models to our strategy, commercial and finance divisions. They will work closely with leaders across the Data & Insight teams (Business Intelligence, Data Management, Data Visualisation, TV Audience, Consumer Behaviour).

They will be responsible for supporting the Customer Analytics Manager to deliver a roadmap and pipeline of analytical assets to support commercial performance

• Partner with various business areas to understand priorities and ensure that data & insight is key to strategy and decision making
• Deep dive analyses of trends in our business and how they impact on customer acquisition, value, retention and cost to serve
• Performance, market and competitor analysis to inform both strategic planning and short-term trading
• Modelling of value impacting business trends for the purposes of setting future strategy
• New and Existing Customer and/or Market Segmentations
• Customer Churn modelling across a variety of lifecycle stages
• Customer up/cross sell propensity modelling
• Customer contact/satisfaction modelling and driver analysis

The success factors of the role include;

• Delivering demonstrable commercial and customer experience impact through the analysis and understanding our data and our customers/markets
• Bringing together data from multiple sources to understand cause & effect drivers within our business
• Distilling these insights for communication and embedding them with a variety of areas across our business
• Be an advocate for insight led strategy & decision making across the organisation
• Represent objective knowledge & insight as part of analytical community that ensures our efforts are always focused on delivering customer and business value

Skills & Expertise:

• A minimum of 5 years post qualification in analytics roles, leading analysis projects to deliver business value
• A track record of demonstrable impact in fast moving markets, able to show impact on day-to-day trading results as well as longer term planning & strategy
• Third level qualification in a quantitative field (Data Analytics, Mathematics, Statistics etc)
• Able to understand, utilise and explain complex analytical techniques
• Excellent knowledge and understanding of analytical techniques that are applicable to customer driven organisation (propensity modelling techniques, segmentation techniques, analysis of variance, regression analysis, conjoint analysis)
• SQL skills sufficient to develop database and model prototypes to support analytics delivery
• Knowledge of cloud-based solutions for data management and processing (e.g. Snowflake, AWS, GCP) and the application of analytical tools
• Advanced capability in data analytical tools used within Virgin Media (i.e. Snowflake, MS Power BI, Python and MS Excel) or equivalents

The Person:

• First class problem solving skills who gets to the heart of the matter
• Exceptional analytical skills with the ability to make data-driven decisions
• The ability to communicate effectively and efficiently at all times
• A ‘natural leader’ someone who can motivate others
• Ability to work in a fast paced environment and embrace change
• Excelled organisational skills and methodical approach to work
• Highly articulate and informed during all communications

Virgin Media is an equal opportunities employer. Having a diverse workforce is critical to the success of our business.