Customer Strategy Analyst
hace 4 días
Madrid
Customer Strategy Analyst Country: Spain La información a continuación detalla los requisitos del puesto, la experiencia esperada del candidato y las cualificaciones correspondientes. About the role The Customer Strategy Analyst works within the Customer Strategy & AI team, reporting to the Customer 360 & AI Director. The role builds and maintains a robust analytical framework to monitor, understand, and drive customer strategy performance across global and local markets. Responsibilities include delivering actionable insights on key customer KPIs, identifying performance drivers, and assessing the business impact of strategic initiatives. Key responsibilitiesCustomer Analytics Framework • Develop and maintain an analytical environment to monitor customer performance across geographies, ensuring consistency between global and local views., • Define and standardize KPIs, metrics and analytical methodologies to ensure comparability and alignment across countries., • Design and enhance reporting tools and dashboards to provide clear visibility on customer performance.KPI Monitoring & Performance Tracking, • Track and analyze the evolution of key customer KPIs, including Customer lifetime Value, Net Promoter Score (NPS), Customer churn, Customer base evolution, and Product holding (e.g., insurance policies per customer)., • Identify trends, deviations vs. targets, and early warning signals., • Provide regular performance updates to key stakeholders and senior management.Deep-Dive Analysis & Insights Generation, • Conduct in-depth analyses to identify key drivers of performance, improvement levers, and potential risks to achieving budget and strategic targets., • Segment customers and behaviors to uncover actionable insights., • Support hypothesis generation and validation using data.Business Impact Assessment, • Analyze and quantify the impact of strategic initiatives on customer KPIs and business outcomes., • Develop frameworks to measure ROI and effectiveness of initiatives., • Support prioritization of initiatives based on data-driven insights.Stakeholder Management & Collaboration, • Work closely with business, data and local teams to ensure alignment on definitions, analyses and insights., • Translate complex analytical findings into clear and actionable recommendations for non-technical stakeholders., • Support decision-making processes at both global and local levels.QualificationsProfessional Experience, • 3+ years of professional experience in the insurance industry, preferably in analytics and performance tracking., • Proven experience in data analysis, KPI monitoring and business performance management., • Experience working with large and complex datasets across multiple sources (preferred).Education, • Bachelor’s degree in Business Administration, Economics, Finance, Engineering, Mathematics, Statistics, or a related field.Languages, • Very high proficiency in English and Spanish., • Portuguese is desirable.Hard Skills, • Proficiency in SQL and Excel for data extraction and analysis., • Experience with data visualization tools such as Power BI or Tableau., • Familiarity with data models, data structures, and analytical frameworks (preferred).Soft Skills, • Strong analytical and problem-solving skills, with the ability to translate data into actionable insights., • Ability to connect data analysis with business impact and decision-making., • Strong communication skills, with the ability to convey complex insights to non-technical stakeholders.Benefits, • Global learning opportunities and career paths., • Hybrid working model with flexible hours., • Access to an extensive online learning platform., • Highly competitive salary with performance-based bonuses., • Preferential banking terms and special interest rates., • Health and wellness programs, including BeHealthy and holistic wellbeing., • Childcare support and family-friendly programs., • Legal, emotional, and administrative advisory services through Santander Contigo., • Gym or WellHub membership, medical centers, meal subsidy, parking, shuttle service, and exclusive employee discounts.Equal Opportunity Santander is proud of being an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation. xcskxlj We are committed to providing an inclusive and accessible application process for all candidates. #J-18808-Ljbffr