Head of Existing Customer Analytics

London, England, United Kingdom

7/4/2025

Domestic & General is a company with an ambitious future. We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.

About The Role

As Head of Existing Customer Analytics, you will lead a high-impact team responsible for delivering data-driven insights that shape how Domestic & General serves, retains, and optimises the relationship and value with our customer base.

You will lead the analytics strategy across our end-to-end service journey, from digital claims and repair booking to engineer visits and post-service feedback, across the UK and EU.

You will lead customer value optimisation and risk management, informing fraud detection and prevention strategies and strategies to deepen customer relationships, reduce churn and maximise lifetime value using advance analytics and technology.

Your work will directly shape the customer experience and operational strategy, helping us deliver faster, smarter, and more effective and cost-efficient service across all channels.

This role is both strategic and hands-on, blending advanced analytics with commercial acumen to support key business decisions and long-term value growth.

Responsibilities

• Develop and lead the service analytics strategy across UK and EU markets, owning the analytics for cross-channel journeys — from online repair bookings to phone support to field service.
• Analyse customer interactions, service journeys, and complaints to identify opportunities for improving service levels, improving NPS, reducing customer effort and driving cost efficiencies
• Lead root cause analysis into complaint themes and service breakdowns, driving accountability and improvement.
• Conduct deep-dive analysis into service bottlenecks, repeat visits, escalations, and cost drivers.
• Monitor and improve key service outcomes including time to repair, first-time fix rates, engineer performance, and service-level compliance.
• Develop actionable insights to guide retention strategies and maximise lifetime value
• Lead fraud analytics and partner with the underwriting teams to detect and prevent fraudulent behaviour across the customer lifecycle.
• Monitor and report on key customer metrics such as lifetime value, and product usage.
• Support pricing and underwriting teams with behavioural insights for value optimisation.
• Partner with the MI team to drive automation of key reports and dashboards to democratise insight access across operational and commercial teams.
  
  

Requirements

• Strong background in customer analytics, service operations, and lifetime value modelling.
• Proven expertise in using advanced analytics (segmentation, predictive modelling, regression, clustering) to solve commercial problems.
• Knowledge of appliance insurance, general insurance or similar regulated sectors is highly desirable.
• Deep understanding of customer churn dynamics, complaint drivers, and fraud behaviours.
• Strong SQL skills or similar is a plus.
• Excellent data visualisation and storytelling skills (e.g., Power BI).
• Strong commercial acumen with a pragmatic, delivery-focused mindset.
  
  

We offer lots of great benefits! Some of which include:

• Competitive salary and annual discretionary bonus
• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
• Training opportunities as well as clearly defined career progression
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
• Attractive company pension scheme
• Life assurance – employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services
• Salary Finance – access to savings and borrowing through payroll
• Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand new vehicles
• Travel Loans – interest free loans to help spread the cost of annual travel tickets
• Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help
• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
• Employee discounts – access to discounted Sky TV and broadband packages, together with a range of discounts for 100s of online and high street retailers
  
  

Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which includes criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.