Commercial Analytics And Data Science Manager
Slough, England, United Kingdom
Working with the Analytics team, I lead and developed a team of 7 Analysts and Data Scientists. I initially led the Commercial side but was promoted to add the Data Science in 2015. I grew from being an analyst buried in the detail to a leader delivering a vision of business growth from combining data and capabilities in new ways to create new opportunities by directing and motivating my team. Additionally, I managed the relationship with an NPS agency (6 people on our account), directing and presenting their analysis, interpretation, conclusions and resulting actions for the business.Providing my own thought leadership around creating and use of capabilities within the Analytics department and within stakeholder groups including Customer Service, Finance, Marketing and Sales departments. Created of new capabilities: Including : Journey Analytics to monitor and improve on the journeys customers have taken CLV to monitor and improve the value of customersGenerated more than £35m per annum benefits through the deployment of the capabilities above and their experimentation, including :Using Journey Analytics and CLV to then create customer retention algorithms, creation of an NPS early warning system, proactive helpcare, predictive risk scores for customers, cell network yield techniques, and optimizing existing campaigns which all either created growth, reduced cost or increased customer satisfaction.Created other capabilities to understand our customers better: Calling circles, customer influence, family status and likelihood / opportunity for customers to change channels, handsets and tariffs which have created new features used in optimising models and in other analysis.Drove the automation of Analytic capabilities to IT to create efficiency savings of 1 FTE. Shortlisted for Data IQ 2016 Talent Awards Data Scientist.
