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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 a Service Analyst, you will play a key role in analysing how customers interact with our claims journeys and how those experiences transition across channels, including contact centres, digital and engineer networks. You will use data to improve customer experiences by understanding pain points, dropouts, inefficiencies, and customer effort across the full claims lifecycle. Your insights will directly influence how we improve our claims process to reduce complaints, streamline handoffs, and deliver seamless omnichannel experiences.
Responsibilities
- Analyse claims journeys to identify friction points, drop-off causes, and key transition moments between digital and phone channels.
- Deliver insight analysis to improve customer experience, reduce complaint and journey pain points.
- Demonstrate key trends and story tell with data
- Identify opportunities to simplify claims flows, increase automation, and reduce failure demand.
- Conduct root cause analysis on failed or delayed claims, linking them to specific journey events or process gaps.
- Collaborate with UX teams to support A/B testing and behavioural analytics in digital journeys.
- Partner with relevant internal stakeholders to monitor service KPIs across claims fulfilment and contact centres.
- Build dashboards and reports that provide stakeholders with visibility into claims experience performance.
- Help shape the roadmap for service transformation by identifying and evidencing the biggest opportunities for improvement
Requirements
- Proven experience in service or customer journey analytics, ideally with exposure to and insurance claims.
- Strong SQL skills required; digital event tracking (e.g., Google Analytics, Adobe) is advantageous.
- Comfortable working with large, event-driven or transactional datasets and linking them across multiple systems (e.g. claims, CRM, telephony).
- Familiarity with customer journey tools, funnel metrics, and drop-off analysis techniques.
- Strong data visualisation and presentation skills in Power BI.
- Ability to work with cross-functional stakeholders and communicate insights clearly to both technical and non-technical audiences.
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. 
