Job type: Fixed Term Overview 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. The Role You will provide deep analytical insight into 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 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. The Person 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) 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 The Company British Gas, part of the Centrica Group, supplies gas and electricity to UK residential and business customers, provides central heating and gas appliance installation and maintenance and low-carbon and energy efficient products and services.
Website : http://www.centrica.com