Insight Analyst

Customer Success · Lancaster, Lancashire
Department Customer Success
Employment Type Full-Time
Minimum Experience Experienced

Insight Analyst



About us

Relative Insight is a SaaS based text analysis tool which analyses our customer’s text data like surveys, reviews, customer experience and social, to reveal critical business insights.

We believe that text data represents one of the biggest and most valuable – but often, most under-used sources of business value. It tells us why things happen, how people feel, and how best to engage with them.

 

The software leverages a comparative methodology developed in law-enforcement to give transformative insights, meaning our customers can make smarter and more informed decisions across their business.

 

Due to the rapid expansion of the business, we have an opportunity for a Insight Analyst to join one of the region’s most innovative and in-demand start-ups, working with world-leading customers such as Starbucks, Unilever and Nespresso.

 

Working in a fast-paced, high-growth environment, the ­­­­­­­­success team is consistently expanding, they are an amazing team and embrace challenges together, supporting our professional development and encouraging internal promotions. As you develop, there will be opportunities to expand the remit of the role-based upon your skills and appetite.

 

The profile we look for are people with the skills and expertise to work with these clients – helping them define research briefs, carry out the analysis and then report back the findings in a clear and action orientated way by supporting them along their journey.

 

Responsibilities:

 

  • You will be supporting the Customer Success Director and the wider Customer Success team to look after our customers and act as one of the key point of contact for day-to-day queries.
  • You will act as the voice of our product and ambassador of our brand by helping the account team on QBRs, road mapping and data analysis.
  • You will be using insights to create a narrative to suit the client brief and help them achieve their objectives.
  • You will work across a range of clients in different markets across many use cases. No day or client is the same.

 

In your first few months you will go through extensive training before getting involved with tasks like:

 

  • Collaborating: working closely with lots of different teams to ensure clients receive the appropriate support at different stages of the customer journey.
  • Spotting commercial opportunities for our Account Managers to up-sell or cross-sell (e.g., if you think they would benefit from a consultancy service or additional features).
  • Problem solving: Engaging with different clients, understanding their business objectives, and helping them to solve complex questions
  • Easily actionable: Providing understandable insights which can be actioned by the client based on their needs.


 

What we’d like to see:

 

Must have

  • Someone who would be willing to work with a client to form the brief and turn it into a set of research questions that can then be answered.
  • Previous exposure with market research techniques, brand language and customer insights.
  • Willingness to learn and try new insight techniques, have a curious mind, and thinking outside of the box
  • The ability to interpret data/analysis and convert it into key insights that would be of relevance and can be acted upon by our clients.
  • A confident and professional communicator – someone who would have no trouble presenting and explaining their insights to a client.
  • The ability to summarise these findings in a clear and compelling report or presentation, and present back directly to the end client.
  • Experience of engaging with variety of stakeholders, helping shape projects and reporting the findings back to them.
  • Able to work across all levels of the company, working independently and managing your own workload.

 

 

Nice to have

  • Ideally experience working in or for a telecom’s provider ideally in an analysis role.
  • Someone who can think on their feet and suggest alternative ideas to the clients real world problems.
  • Someone who is a creative thinker, can see connections and make inferences.
  • Someone who can support the customer through their onboarding and making them an advocate for our brand inside their own organisation.

 

*Please note, this role is flexible on location as long as you are based in the North West. There will be an expectation for you to travel to our offices in Lancaster minimum two days a week.*



What to expect with us:


  • You'll be part of a small but rapidly growing team so your input is truly valued and important to our growth
  • Your voice is always heard at every level. Ideas have been taken and implemented from all levels which have been integral to our success so far
  • We’re still at a stage where your work will get recognised by the C-Suite team
  • You will get training and coaching on best practice on how to use best in market tech stack
  • We promote from within. Believe that. From your first day we will be talking about your career here and work with you to make sure you are achieving your goals and know where you're going with us
  • Our clients are some of the biggest brands and advertising agencies in the world
  • Based in the North West but with offices in London and New York
  • Salary dependent upon experience
  • Relaxed and friendly working environment

 

Perks:

  • Employee Assistance Programme (EAP)- We care about the wellbeing of our team so no matter what life throws your way, our EAP can help you through it.  Providing you with free and confidential expert guidance and counselling, and more.
  • Relative Insight Academy- We love learning! Our Academy provides an opportunity for us to stretch our knowledge and learn new skills.  This starts with a structured Induction Programme, where you learn everything you need to know to get up to speed in your role as quickly as possible.
  • Off-Site Days & Socials- Summer Party, Christmas Party, End of Month Parties - if there is an excuse, we'll have a get-together to celebrate successes and get to know each other better.
  • Tech Scheme- If you are in need of personal tech, we will loan you the money (up to a certain value) to purchase what you need and agree on a payment plan for you to pay back the owed amount.
  • Holidays- We want everyone to take time off and recharge regularly so encourage you to use up your full allowance of holiday each year.
    • UK: 24 holidays a year (excluding Bank/Public Holidays plus 5 days special leave.
  • Cycle to Work Scheme- This is a government tax exemption initiative to promote healthier journeys to work and to reduce environmental pollution. It allows you to loan money from the company to purchase cycles and cyclists' safety equipment.  We will then agree on a payment plan to pay back the owed amount, less TAX.

Relative Insight believes in, and commits to promoting equal opportunities in employment. Anyone who applies for a job with us will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We strive to provide team environments that let everyone maximise their potential in the company. We take all of this seriously.


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  • Location
    Lancaster, Lancashire
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced