Digital Analytics Manager - Mobile App

British Gas
29 Sep 2017
03 Nov 2017
Contract Type
Full Time

Location: Staines

The Digital Analytics Manager will analyse the customer journey through our online account manager (OAM) by delivering the Customer Operations leadership team the analysis, interpretation and production of digital information with clear strategic actionable insight that enables the right decisions and priorities to be made by that team to support the Digital enabled growth strategy.

You will provide deep analytical insight into mobile app customer behaviour across app and web and recommend improvements to customer experience/journeys, commercial performance and drive ongoing improvement in core Customer Operations objectives. You will embed digital analytics into plans and initiatives to enable and drive effective decision making and prioritisation at leadership level and across Customer Operations and guide the product and development teams in building the right product and feature set through rigorous data analysis.

You will guide the mobile app product and development teams in building the right product and feature set through rigorous data analysis

You will analyse website and mobile journeys to understand customer interaction behaviour and then make strategic and tactical recommendations in support of a digitally enabled growth strategy and day to day Customer Operations performance and analyse conversion/funnel metrics and produce digital analytical insight reports at a leadership level and across Customer Operations.

You will identify and deliver clear recommendations around areas of value creation and/or optimisation, and effectively articulate scale of opportunity to the business and leverage specialist digital analytical tools to understand onsite behaviour, e.g. click through rates, heat maps, conversion analysis. Ensure Digital Operations remains at the leading edge of industry practice for digital analytics.

You will also conduct proactive multi-device analysis into customer journeys and manage and maintain a programme of continuous evaluation of multi-channel data to drive improvements to both strategic decision making and day to day operational performance in pursuit of targets. This programme of activity will deliver regular recommendations to improve customer experiences and proposed solutions to this customer issues.

You must have:

Demonstrable knowledge and application of commercial & analytical skills in support of business critical, strategic agendas as well as making BAU responsive

Experience in web analytics and deep understanding of digital analytical platforms, especially SiteCat

Use of multiple tools (e.g. Webtrends, Google Analytics, Adobe Sitecatalyst, Firebase)

Proficiency in use of Microsoft Office, advanced Excel a necessity, and knowledge of SQL preferred

Demonstrable experience in digital analytics

Deep knowledge of analytical capabilities, platforms and providers

Track record of developing digital operational strategy and plans

Strong management of third party relationships

Strong numerical skills

If you would like to see a full job description, please contact

PLEASE APPLY ONLINE by hitting the 'Apply' button. Please upload your cover letter and CV as one document.

Applications will ONLY be accepted via the ‘Apply’ button.

Agencies: This role is being handled by the Centrica recruitment team, NO agency contact is required. Centrica operates a preferred supplier list and when required, will source candidates through these agencies

Salary: Competitive + Benefits

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