Grace P.
Senior Customer Analyst @Aviva
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WORK HISTORY
Senior Customer Analyst @Aviva
As a Senior Customer Analyst, I deliver data-driven insights to support strategic decision-making and enhance customer engagement. By leveraging advanced analytics and segmentation frameworks, I identify opportunities to improve acquisition, retention, and lifetime value.• Lead the creation of quarterly analytical roadmaps for my subject-matter area, ensuring alignment of workloads, dependencies and delivery timelines with squad and business priorities.• Support squad planning by guiding junior analysts on workload, sprint deliverables and analytical approach.• Own the end-to-end delivery of insight workstreams, from problem definition through to stakeholder presentation and recommendation.• Apply segmentation and model outputs to optimise targeting and quantify uplift across CRM and digital journeys.• Produce clear, concise insight packs that distil complex analysis into actionable recommendations for decision-makers.• Mentor and quality-assure junior analysts, providing structured feedback to improve analytical rigour and communication.• Strengthen team practice through knowledge sharing, including developing a centralised team website that improves access to documentation, best practices and collaborative resources.
EDUCATION
Aston University
Bachelor of Engineering - BE
London Academy of Excellence
A levels: Biology, Chemistry, Maths
SKILLS
ABOUT GRACE P.
I’m a Senior Customer Analyst with a background in customer insight, commercial analytics and data science. My work focuses on understanding customer behaviour and using data to drive improvements across acquisition, retention and customer journeys.At Aviva, I partner with Go-To-Market, CRM and Digital teams to deliver clear, actionable insight.I collaborate with my stakeholders to accommodate for knowledge gaps that can be answered with data.I also contribute as an Aviva Creators Ambassador, sharing content that highlights our people, culture and the value of a data careers at Aviva.Skills: SQL, Python, customer insight, segmentation, campaign performance, stakeholder communication, BI.
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